334 Call Monitoring Jobs - Page 10

We are HIRING!!!!! Job Summary: We are seeking a detail-oriented and experienced Quality Analyst with a strong background in the healthcare domain and voice process to monitor, evaluate, and improve the quality of inbound and outbound calls. The ideal candidate will be responsible for ensuring compliance with regulatory standards (such as HIPAA), internal quality benchmarks, and client-specific guidelines while identifying training needs and process improvement opportunities. Key Responsibilities: Monitor and evaluate voice calls (inbound and outbound) related to healthcare processes (e.g., patient support, insurance verification, prior authorization, etc.). Conduct root cause analysis for quality issues and provide actionable feedback to agents and team leads. Audit call recordings for accuracy, compliance, empathy, communication skills, and adherence to protocols. Generate and maintain QA reports and dashboards; highlight trends, recurring issues, and training opportunities. Collaborate with the training and operations teams to improve agent performance through coaching sessions and refresher training. Ensure compliance with HIPAA and other regulatory requirements during every interaction. Participate in calibration sessions with clients and internal teams to align on scoring standards. Support the development and updating of QA forms and SOPs as needed. Assist in driving continuous improvement in quality scores, customer satisfaction, and operational efficiency. Required Skills & Qualifications: Bachelors degree or equivalent; healthcare or life sciences background is preferred. 1+ years of experience in a QA role within a voice process in the healthcare/BPO/KPO industry. Strong understanding of healthcare processes (payer/provider), terminology, and US healthcare regulations (e.g., HIPAA, CMS). Exceptional communication and listening skills. Analytical mindset with attention to detail. Proficient in QA tools, MS Excel, and call monitoring software (e.g., NICE, Calabrio, Verint). Ability to provide constructive feedback and support performance improvement. Strong interpersonal skills and the ability to work cross-functionally. Preferred: Experience in auditing healthcare voice processes such as medical billing, prior authorization, or patient scheduling. Interested candidates can share their CV to Tripti- 6001395054 (Whatsapp only)

Affilienet Digital Media is looking for Customer Support Professional to join our dynamic team and embark on a rewarding career journey. Managing a team of representatives offering customer support. Overseeing the customer service process. Resolving customer complaints brought to your attention. Creating policies and procedures. Planning the training and standardization of service delivery. Selecting and hiring new staff. Monitoring the work of individual representatives and of the team. Conducting quality assurance surveys with customers and providing feedback to the staff. Possessing excellent product knowledge to enhance customer support. Maintaining a pleasant working environment for your team

To do the minimum number of audits on a daily, weekly & monthly basis as per the agreed target/categorization. To close the feedback within the TAT To Login and take calls to have a first-hand experience of how the customer behaves. To publish the reports on a timely basis and as per the agreed TAT To participate in calibration & ensure that the variance remains under control within the limit. To take briefings regularly based on audit findings. To take extra initiatives for process improvement.

Sam Tech Datasys Pvt. Ltd. is looking for MT Trainee to join our dynamic team and embark on a rewarding career journey. Assisting experienced employees with their daily tasks and responsibilities Observing and gaining hands-on experience in various aspects of the job Receiving feedback and guidance from supervisors and mentors Completing assigned projects and tasks under the supervision of experienced employees Collaborating with team members and contributing to team projects Demonstrating a strong work ethic, positive attitude, and a willingness to learn and grow

We at Credgenics, are actively seeking dynamic and experienced Team Leaders for our Collections team. If you have a proven track record with minimum 3+ years of experience in collections, specifically within the banking sector, you can share your candidature/apply with us. Role & responsibilities Manage & motivate team of 20 operators. Manage the Collection process for assigned campagin(s) Ensure operator are delivering individual calls target, SLA & KPI Maximize Productivity by increasing Kept/Call, RPC%, PTP%, & Kept% Monitoring calls, Coaching and Feedback, Bottom Quartile Management, Individual Target settings, Weekly and monthly one on ones, Analyzing relevant reports, making reports and reporting to management on areas of improvement. Conducting team meetings, pre/post/mid shifts. To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity. Dialer Knowledge preferred. To supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre. Attrition , Shrinkage, roster management. Managing PIP (Performance improvement Plan) of the team members Preferred candidate profile Any Graduate 3+ years of hands-on experience in collections within the banking domain and 1+ Year experience as Team Leader on papers. Good Excel Skills Must have exposure to call center environment. for eg- Shrinkage Attrition Quality Feedback and coaching (PIP) KEPT% KEPT/FTE Perks and benefits Competitive salary commensurate with experience. Lucrative perks and additional incentives. Collaborative and growth-oriented work environment. Join us at Credgenics and be part of a dynamic team that values excellence and innovation in the collections domain. Apply now and take your career to new heights!

PS :- We are not looking at QA Tester profile or anyone into Manual/Automation Testing QA Analyst(Remote) - Bangalore Location - Remote (Bangalore) Years of experience - 1 to 4 years Mandatory Experience - Strong experience working on Advanced Excel - Must have experience working on the 7QC Tools - Knowledge about Six Sigma What You'll Be Doing 1. The primary task of the quality analyst is transaction monitoring and providing actionable insights. 2. Comprehensive documentation of every coaching opportunity. Share realtime feedback with the coach to ensure that corrective measures are taken. 3. Participate in team huddles and share updates and best practices. 4. Participate in calibration sessions and exchange ideas with team members to ensure that everyone is on the same page. 5. Provide actionable data to various internal support groups. 6. Generate account specific Quality reports based upon predefined criteria and provide inputs to Operations. 7. Create & maintain accurate database for audits and other analysis. 8. Publishing weekly/monthly reports based on the audits performed for the mentioned tenure. 9. Participate in design of call monitoring formats and quality standards. 10. Compile and track performance at team and individual level Note:- This is a remote support role however the Final Interview & Induction is offline (in-person from Bangalore). You should be available in person for any Business Meeting as and when required in Bangalore

Roles and Responsibilities Conduct quality audits, call calibrations, and call monitoring to ensure adherence to international process standards. Utilize QC tools such as 7QC and feedback mechanisms for continuous improvement. Collaborate with the team to resolve issues related to call quality and customer satisfaction. Provide constructive feedback to team members on their performance and suggest areas of improvement. Desired Candidate Profile 4-7 years of experience in a similar role within an International BPO environment. Strong knowledge of QC tools like 7QC, Call Quality, Call Audit, Call Calibration, Call Monitoring etc. . Excellent communication skills for effective collaboration with cross-functional teams Rotational Shifts Work From Office

About Us At SBI Card, the motto Make Life Simple inspires every initiative, ensuring that customer convenience is at the forefront of all that we do. We are committed to building an environment where people can thrive and create a better future for everyone. SBI Card is proud to be an equal opportunity & inclusive employer and welcome employees without any discrimination on the grounds of race, color, gender, religion, creed, disability, sexual orientation, gender identity, marital status, caste etc. SBI Card is committed to fostering an inclusive and diverse workplace where all employees are treated equally with dignity and respect which makes it a promising place to work. What s in it for YOU SBI Card truly lives by the work-life balance philosophy. We offer a robust wellness and wellbeing program to support mental and physical health of our employees Admirable work deserves to be rewarded. We have a well curated bouquet of rewards and recognition program for the employees Dynamic, Inclusive and Diverse team culture Gender Neutral Policy Inclusive Health Benefits for all - Medical Insurance, Personal Accidental, Group Term Life Insurance and Annual Health Checkup, Dental and OPD benefits Commitment to the overall development of an employee through comprehensive learning & development framework Role Purpose Responsible for monitoring call quality, identification of defects and implementation of necessary corrective actions. Role Accountability Monitoring Evaluate collection calls to ensure quality standards are maintained and adherence to the policies and procedures of the organization Verify Field Monitoring for operational processes and Detect Non-Compliant issues, Compliance breach, Handling escalated issues & taking corrective actions Utilize approved monitoring tools and standards to assess the representatives knowledge of products, business practices and systems Convert monitor findings and scores into coaching recommendations for performance improvement action of collection agent Live call listening/barging at vendor premise Sample call review to cross check product or customer request fulfillment basis business requirement Training Training and Update on New Process/Policies and Call Quality Parameters Conducting OJT Session for newly hired staff Conducting Call Listening Session/Mock Call Session Maintains professional and technical knowledge in Coaching agents to improve quality of interaction with customers, thereby reducing customer facing & company impacting defects Incident Reporting & insights Analyzing and reporting out area of lapse in calls monitored Close looping defects closure within defined timelines Training need identification basis gaps identified Process fix of identified gaps by working with stakeholders Dashboard/MIS Monitoring observations are captured on digitized data forms, saved on the intranet server Ensure accuracy and timeliness of MIS/other Reports (Monthly dashboard, VIC Input file , Floor Stratification file , Call Calibration etc. ) TC Vendor Report Measures of Success No. of calls monitored & Feedback captured from CH - defects identified Defect closure TAT & corrective action closure Agent grooming & Training Coverage Process gaps identified & Fixed Reporting accuracy & TAT adherence Process Adherence as per MOU Technical Skills / Experience / Certifications NA Competencies critical to the role Analytical Ability Process Orientation Stakeholder Management High Impact Communication Qualification Graduate/ Post Graduate in any discipline Preferred Industry Credit Cards , BPO , Banks, NBFCs

Job Purpose To supervise daily operations and personnel aiming for maximum efficiency and cost effectiveness. To ensure that technology is utilized to a maximum for process improvement and that teams are well-organized and productive. Key Responsibilities Functional Responsibilities Managing the day-to-day performance of the Contact Centre Operations and expected to shape the future of a Contact Centre Operations being committed to deliver a great customer contact experience through a variety of customer contact channels To deliver a best-in-class service, meeting or exceeding the KPIs Manpower planning, Rostering and Designing call center strategy to implement short/long-term plans for achieving process objectives Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting company's initiatives to drive improvements, improve efficiency and reduce complaints Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions Job Requirements Qualifications Graduate / Post Graduate Experience 7-10 Years of proven experience of leading a service driven contact Centre operation with experience of managing an operation through periods of significant growth or change Functional Competencies Handled Call Centers for both Customer Service and Cross-Sell Processes Experience in Outbound Sales Contact Centre Management and Operations Management Experience with automation of processes through tech integration Behavioral Competencies Quality & Process Orientation Strong analytical and decision-making skill Strong customer-facing and communication skills Problem Solving Skills

Role & responsibilities Conduct quality assessments and provide coaching and feedback for customer interactions, including phone calls and emails, according to established criteria and guidelines. Evaluate agents' adherence to company policies, procedures, and quality standards, and provide constructive feedback and coaching to support their development. Analyse quality assessment data to identify trends, patterns, and areas for improvement, and collaborate with relevant stakeholders to implement corrective actions. Generate regular reports and dashboards to track quality performance metrics and communicate findings and recommendations to management and relevant departments. Develop and maintain quality assurance procedures, documentation, and training materials to ensure consistency and effectiveness of quality monitoring processes. Stay informed about industry best practices, emerging trends, and regulatory requirements related to quality assurance and customer service and incorporate relevant insights into quality improvement initiatives. Participate in cross-functional projects and initiatives aimed at enhancing customer experience, operational efficiency, and business outcomes. Assist in the development and implementation of quality-related initiatives, such as calibration sessions, quality coaching programs, and recognition programs. Communicate business and product updates timely through e-mails, briefings, newsletters, and other means of contact. Design, develop and implement monthly product knowledge assessment and pop-up quizzes assessing the common errors, new updates and general product knowledge. Analyse customer feedback received through post call survey and NPS. Share relevant feedback with stakeholders for process and product enhancement. Provide constructive feedback and coaching to agents to support their development. Investigate the post flight complaints and manage the companys waivers, errors log/records and provide weekly/monthly reports which drives continuous measurable reduction in errors/complaints. Adhere to company regulatory requirements such as data protection, data privacy etc. and ensure full adherence from team. Perform other lawful Ad hoc tasks as and when delegated by the management. Preferred candidate profile Qualification & Education: Minimum Graduation is required Experience: Minimum of 3 years experience in Quality Analyst role Candidates with travel background /industry are encouraged to apply. Training & Knowledge: Knowledge of workforce applications, reporting, quality, and monitoring tools. Familiarity of quality assurance standards and measures. Excellent written and verbal communication skills. Fluent in English is must. High computer literacy Candidates who can join on immediate basis or maximum 15 days of notice period will be entertained.

Must have Min 1+yrs Exp as Quality Analyst from International Technical Support Voice process BPO Need Immediate Joiner Only Must know Quality QC Metrics. Excellent Comms required US Shifts Call 8447780697 send CV monu@creativeindians.com

Job title: Assistant Manager-Training Job Description: Purpose of the Role - Associate Training Manager Detailed Roles & Responsibilities Program/Account Management Lead the program development, from needs analysis, planning and development, to implementation and measurement, in support to the specific account/process they are assigned. Review current library of training content to determine availability of existing materials to meet defined business needs. Develop the necessary resources needed in order to implement finalized and approved training program. Build a training resource network with vendors, and maintain relationships with external/internal program consultants/providers/SMEs when applicable. Oversee the deployment of all logistical requirements and preparations for training programs under the assigned cluster or projects. Manages all program activities under their assigned program/account. Design new, develop existing and update outdated systems to improve training processes, making it more efficient and responsive in addressing operational concerns. Prepare reports, records and other related program documents as required. Training Analysis, Research, & Design Perform simple to complex training needs analysis (TNA) that may require various tools and processes Oversees individual, group and organization-based training and development needs analyses and assessments pertaining to communication and soft skills. Manage the analysis, research, design, work and performance of the cluster he/she is leading. Designs, reviews, provides, and revises, recommendations of training curricula for final approval by the Training Manager and Department head; formulates or reviews training outlines, and determines appropriate instructional methodologies and formats. Reviews and approves the developed Training Manuals and instructional materials, quizzes, computer-based training, videos, and other job aids; Expected to create programs Curriculum Development Interface with both operations and support management teams in assessing, identifying, and prioritizing the training needs, and aligning them with the company s business strategy. Oversee the development, design and implementation of cluster training programs. Responsible for the implementation and evaluation of the training program designed to track performance and identify quality opportunities. Meets with and assists operations in developing appropriate interventions to address performance gaps. Training Evaluation Leads the implementation and evaluation of the relevant training program in order to achieve learning and business objectives. Reviews and recommends approval of training evaluation and assessment tools. Leads the meeting with Operations to ascertain agent/ learner s performance up to within 90 days after foundation training certification or within 30 days after Coaching Session and assists Operations in developing appropriate interventions to address performance gaps with regard to soft skills (i.e. Communication, Quality Customer Service, Listening and Basic Probing, Call Control, and Overall Confidence). Reviews and recommends, accountable for the success of the learning session. Responsible for the overall success of the 30-60-90 evaluation and measurement of his/ her cluster. Performs coaching sessions for TS/STS, TO, STO, Team Leaders and Shift Managers based on defined root causes and in order to achieve business objectives when relevant Responsible for the overall achievement of the intended learning and business outcomes by their assigned trainers, as well as for the evaluation and measurement of the agents and TLs performance under his/ her supervision. Performance Consulting Responds to inquiries and conducts researches to help resolve problems related to transactions handled by the unit; serves as liaison with other constituencies in the resolution of day-to-day administrative and operation s communication training issues. Assists Operations with their communication-related concerns and conducts/validates necessary TNA such as call monitoring; after which decided the best intervention such as coaching or refresher training, ensuring effective measurement and tracking of success measures and impact to business. Leads the conduct of TNA for a particular process/account as directed by the Training Manager Primary Customer: Senior Operations Manager Scope: Account Impact: Account Level Recruitment Support Manages the deployment of their TS and STS in the Agent hiring process together with the Operations and HR Recruitment. Ensures documentation of the results of the Language Checks conducted within the day are shared to the appropriate business unit heads, managers, and other parties concerned. Responsible for the ensuring the consolidation and final draft of reports for business or accounts his or her cluster. Talent Management Overseas the hiring, interviews, and management of the members of their team Manages the capacity, planning, deployment, and staffing of their cluster. Administers/assesses trainers capabilities using tools internally designed to evaluate the trainer s competencies. Rates performance and creates developmental plan for training staff based on evaluated data from metrics and trending reports, data per training results and retention analytics. Observes, tracks, and monitors the performance of their team in line with regular performance reviews. Administrative Function Ensures that all relevant documentation before and after classes conducted by internal trainers and/or Training Providers are in order. Checks and validates performance and development plans for trainers based on evaluated all relevant data available. Coordinates and works with different support as well as operations departments in the effective management and implementation of their assigned training programs Responsible for maintenance and inventory of all L&D materials assigned to their team Schedules and adheres to schedule/ training calendar Writes post training reports to concerned business and department heads when relevant Maintains reports, logs, files, manuals and procedures in accordance with the defined data management system of the team Ensures security of information assets in compliance with ISO, QISMS and DPA. Maintains all documents to be audit-ready at all times. Client Interface Participates in hiring process with operations through Language Checks and Final Panel Interviews when applicable Coordinates with Operations and Quality Supervisors/Managers in tracking performance. Along with the Training Manager, Joins Operations in interfacing with current and prospective clients to ensure scoping of training segment of account. Participate in Network/Operations wide Training Content and Rollout planning for projects/assignments, which could include working on curriculum updates/revisions, testing computer-based Trainings and simulations. Works with Operations and Quality Supervisors/Managers to understand the largest problem areas pertaining to soft skills of the current agents, to institute into the training process through the design and implementation of refresher training for current certified agents. Participates and presents during client visits when relevant New Trainers Onboarding Oversees the New Trainer Onboarding Program and conducts evaluation report. Makes final recommendation to certify the same. Ensures training resources in their team are assessed and certified in a timely manner, and within the appropriate schedules. Professionalism & Ethical Conduct Must conduct self in the highest order of professionalism and take care of his/her credibility as mentor-teacher-trainer in face-to-face, online, and virtual scenarios Must not to go out drinking with his/her trainees while they are undergoing Foundation Training. Must wear decent, professional business attire at all times especially during conduct of training. Proper attire are clothing that do not call attention to self while taking away the learners attention away from the subject matter. Under the Code of Conduct, fraternizing with a trainee, direct report and colleague is subject to disciplinary action (warning to termination, depending on the gravity) Must be respectful to all employees at all times regardless of their diversity age, race, religion, ethnicity, and other elements defined in the code of conduct. This includes choice of words, tone and language both in oral and written forms. Must be a role model to his/her trainees on class attendance, punctual at all times SELF DEVELOPMENT Attends training meetings. Expands training knowledge through seminars and keeping abreast of current training issues. General Safety and Security Protects the organization s assets by upholding the principles of the Quality Information Security Management System (QISMS). Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization s business functions. REQUIREMENT Job RequirementKnowledgeEducational Qualifications A bachelor s degree in Education, Management, Marketing or Psychology or at least five (5) years of training experience equivalent. Professional QualificationsCertificates, Licenses, Registrations Recommended: o Train the Trainer Certified or Certificate o Communication skills training with V&A o Presentation Skills o Performance Coaching o Basic Supervisory Training or Certified o Basic Managerial Training o Performance Coaching Certification o Instructional Design LanguageEnglish Experience SummaryYears of Experience At least five years of communication training experience in the BPO setting. At least 2 years of supervisory experience in the BPO setting. Industry Worked (Optional)BPO SkillsMandatory SkillsCommunications Skills Excellent oral & written English (CEFR Level = C1) Expert business and technical writing skills Computer Skills Requirement: Expert in MS Office applications, especially with MS Excel, MS Word, Microsoft PowerPoint Able to facilitate courses/ modules using virtual classrooms platforms such as WebEx, blackboard, etc. Ideal: Familiarity with Articulate 360, Adobe Photoshop, Macromedia Flash or a similar software Project Management Trained on Project Management and/or Continuous Improvement/Six Sigma Competent and experienced in leading a project from proposal to completion. Experience/background in PERT/CPM/WBS and other project management tools Coaching and Performance Management Ability to diagnose performance gaps and identify the training needs of a team of trainers. Ability to prepare coaching plan to help the team of trainers improve their performance. Documentation and Administrative Skill Able to participate during training, orientation and awareness programs pertaining to QISMS. Able to report information security related incidents without any delay to the right authority. - Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality. Able to establish, implement and continuously improve the quality information security policies assigned to him / her. Conducts RCA and responds to CAPA Preferred Skills Training Needs Analysis, Instructional Design, Curriculum Development, Strong Innovative Mind; Independent, Critical, Analytical/Lateral Thinker, Influence, Negotiation, Stress/Crisis Management, Team player, Multi-cultural, Familiarity with ADDIE, 6Ds, and Adult Learning principles Location: BLR, AMR TECH PARK 2A 2nd FloorIndia If playback doesnt begin shortly, try restarting your device. 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1.Manage motivate team of 20 operators. 2.Manage the Collection process for assigned campagin(s) 3.Ensure operator are delivering individual calls target, SLA KPI 4.Maximize Productivity by increasing Kept/Call, RPC%,PTP%, Kept% Monitoring calls, Coaching and Feedback,Bottom Quotile Management,Individual Target settings,Weekly and monthly one on ones,Analysing relevant reports,making reports and reporting to management on areas of improvement. 5.Conducting team meetings, pre/post/mid shifts. 6.To recruit, induct, develop and support a team delivering front line customer services to ensure resolution of enquiries, complaints and request for services at the earliest possible opportunity.Dialer Knowledge preferred. 7.To supervise the workload of the team, allocating team members to optimise service provision and administrative support across the hours of the operation of the Contact Centre. 8.Attrition , Shrinkage, roster mangement. 9.Managing PIP (Performance improvement Plan) of the team members

Candidates must have exp in International Sales ,Collections or Travel domain . Salary upto 40k Interested candidates Call Ruchika @9650997623

Role and Responsibility : 1. Understand the Product/Service: - Learn everything about what you're selling. Know its features, benefits, and how it solves customer problems. 2. Build Communication Skills: - Practice clear and confident speaking. Focus on tone, pace, and clarity. Listening skills are equally important. 3. Know Your Audience: - Research your target demographic. Understand their needs and how your product fits into their lives. 4. Develop a Script: - Create a flexible script that covers key points but allows for natural conversation. Personalize it as needed. 5. Handle Rejections Gracefully: - Not every call will end in a sale. Learn to accept rejection and use it as a learning experience. 6. Stay Positive and Motivated: - Sales can be challenging, so maintain a positive attitude. Celebrate small wins to keep your motivation high. 7. Follow Up: - Persistence is key in sales. Follow up with leads regularly but be respectful of their time. 8. Use CRM Tools: - Familiarize yourself with customer relationship management software to keep track of calls, leads, and follow-ups. 9. Ask for Feedback: - Seek feedback from peers or supervisors to improve your approach and techniques. 10. Continuous Learning: - Stay updated on sales techniques, market trends, and product knowledge through workshops, courses, and reading.

Job TitleVoice Process Executive Roles and Responsibilities: - Answer incoming calls from customers and assist them with their queries or issues. - Provide information about products or services to customers. - Resolve customer complaints or direct them to the right department if needed. - Maintain a friendly and professional attitude while speaking with customers. - Ensure customer satisfaction by solving their problems efficiently. - Follow guidelines and scripts during customer interactions. - Record call details and customer feedback accurately. - Work in a team and communicate effectively with coworkers and managers. - Meet daily or weekly performance targets for call handling and customer satisfaction. Skills Required: - Good communication skills (fluent in English or any other language, depending on the company). - Patience and active listening skills. - Ability to stay calm under pressure. - Basic computer knowledge (for entering customer information and handling systems).

Role - Quality Analyst - Service Desk Experience - 2 Years Minimum Location - Bangalore Budget - upto 6 LPA Work Mode- WFO Skills - QC Tools, Technical Audit,Service Desk, Call audit, Quality check Contact:Naman 8890377940/ naman.ghrs@gmail.com

Assist with operational tasks and project coordination. Create and send advertising plans to clients. Develop PowerPoint presentations for client proposals. Communicate with clients for updates and feedback. Support senior team members in day-to-day operations.

Hiring Quality Auditor / QA Minimum 1 to 2 years of experience ( on documents)from international travel BPO GDS must Excellent command over quality tools Only immediate joiners No fresher's or other Process experience can apply Required Candidate profile Candidate only with Relevant experience can apply Rotational/ Day shift available Salary between 30 to 50 k depends on experience PF + insurance Share resume @7838882457 Shristi

891 965 4649Job Title: Process Improvement Adherence (PIA) Executive Location: Kaikondrahalli, Bangalore Position Type: Full-time Compensation Details: Take-home Salary: 16,000 to 19,500 per month (based on experience) Provident Fund (PF): 3,600 per month Incentives: Performance-based incentives up to 15,000 per month Employee Value Proposition: Employee health insurance coverage of 1 lakh per annum (company-paid premium) Free lunch and snacks provided Monthly rewards and recognition for top performers Performance-based promotions every 6 months; high achievers eligible for quarterly promotions Fast-track career growth potential to become a Unit Head within a few months Regular team outings and Annual Day celebrations Qualifications & Skills: Education: Any undergraduate degree (e.g., BBA, B.Tech, B.A., etc.) Key Skills Required: Excellent verbal and written communication skills Strong analytical and problem-solving abilities Proficiency in MS Office tools (Excel, Word) Sharp decision-making skills Strong attention to detail with the ability to identify process gaps Language Requirements: Mandatory: English and Hindi Preferred: Kannada, Tamil, Marathi, or Telugu Work Requirements: Flexible to work a 9-hour shift between 8 AM 10 PM Comfortable with a 6-day work week (weekday offs) Must own a laptop with a functional webcam and reliable internet connection Roles & Responsibilities: Conduct call audits to monitor process compliance and quality Prepare structured and detailed audit reports Identify and document errors for review and corrective action Share findings with the manager and assist in implementing improvements Collaborate with teams to ensure better process adherence Provide feedback to enhance customer service and operational quality Ensure compliance with company protocols and industry norms Support training initiatives to address quality gaps Track progress of process improvements and evaluate impact About the Company: NoBroker.com is the worlds largest C2C real estate marketplace, connecting over 85 lakh customers. Backed by investors like General Atlantic, Tiger Global, and SAIF Partners, NoBroker has raised over $151 million in funding. Headquartered in Bangalore, NoBroker employs over 4,000 professionals and is scaling rapidly. Training: Comprehensive training provided to ensure thorough understanding of processes and help new hires excel in their roles. SPOC Details WhatsApp: 8919654649 Mail: saithanmai.potla@nobroker.in

POSITION SUMMARY: The Communication Coach is responsible for evaluating agents and coaching them on communication and language proficiency to ensure that communication and language used on calls is at acceptable standards. JOB FUNCTION AND RESPONSIBILITIES: Remote monitoring and side by side/live call monitoring of calls providing detailed feedback to the advisor Responsible to coach the agents and to develop their communication styles customer service skills (this could include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like call control etc.) Work closely with the BU to improve the performance of the bottom quartile in terms of NPS scores Motivating the advisors to improve their service and voice quality and reiterating importance of NPS Design and run campaigns to improve the overall NPS for the process Proficient in identifying gaps in the skills set of the advisors and conduct refresher /remedial trainings on the top defect areas Arranging initiatives and/or campaigns with focus on voice and customer service quality Maintaining Preparing Daily trackers, reports and Weekly/monthly dashboard for reviews Participate in Calibrations and achieve the variance targets laid down by the departments Conducting Refresher training sessions for the advisors as per standard monthly targets QUALIFICATION: Graduation is mandatory Relevant 2-5 years of auditing coaching experience in a Contact Center environment Good in Excel and strong written and Verbal Communication and Presentation skills Proficient in designing training modules and delivering refresher/remediation trainings Strong knowledge on Communication Skills experience in training people on pronunciation, Sound Corruption, MTI, Customer Service, Grammar etc. Tactful in handling difficult situations and ability to multitask Ability to work under pressure and meet stringent call monitoring targets/willingness to work 24/7 - needs to be comfortable with working in night shifts

Role & responsibilities: Monitoring and assessment of Call Center Associates for both inbound and outbound calls. Providing regular feedback to associates as per their calls measurement Assists in providing standard weekly and monthly reporting within predetermined reporting parameters. Participates in call calibration exercises. Offers suggestions for process improvement to foster exceptional customer experience. Maintains overall objectivity in supporting consistent and superior customer service. Preferred candidate profile: Minimum 1 year of experience in call auditing and quality assurance. Graduate / Post Graduate Command on MS Office Good communication skills Good Analytical ability

Greetings from Teleperformance! We are hiring QA for voice process in our company. Candidate must be a graduate & Fully vaccinated. Should have minimum 1 year experience as a quality analyst in his previous experience. Should have knowledge in QC tools, Excel, Dashboards, Call calibration, call audits, Call monitoring and sharing feedback. Excellent communication skills • 6 Days working. •Salary-Up to 5 CTC If Interested Call or share resume Yamanur:- 9449900627 yamanurappa.kuri@teleperformancedibs.com

T3 Developer Support Quality Analyst Work Type: Content Review Sub-worktype: Apps - Developer Appeals TP is looking for skilled Application Developer Support Quality Analysts to support our technology client at our [LOCATION] site. The ideal candidate will have extensive experience supporting technical end-users with troubleshooting and policy adherence. Responsibilities Monitor and report agents interactions and overall team level quality, conduct calibration, perform fraud and compliance audits Take necessary steps to ensure quality metrics are met by assessing accurate samples and monitor process improvement initiatives Investigate escalations of inaccurate decisions to understand the root cause(s) and implement corrective steps to improve quality Track team reporting, present audit findings, provide feedback and coaching to agents to improve quality Provide insights and innovative ideas to improve quality and collaborate with training team to help develop agent quality improvement plans Define and update quality frameworks to match the workflows Provide instant feedback for correction and keep an eye on recurring quality issues Teams Responsibilities Take complex issues and simplify them to create succinct summaries over email, ticketing software, and chat to clearly communicate with Developers and/or teammates. Conduct research with high attention to detail and advanced comprehension skills. Be comfortable with multi-tasking and complex decision-making. Be an expert communicator who masters the app store's policies and exhibits developer (end-customer) empathy. Review, maintain, and curate data. Proofread and review documents suitable for publishing Required Experience Should have solid understanding of workflow, tools used for providing services Experience working as an Agent in similar workflows 3+ years of relevant experience BA/BS degree (In lieu of degree, 2 years relevant work experience) Experience in written communication customer-facing processes with strong analytical, troubleshooting, and problem-solving skills Knowledge of Google's developer platforms (Google Play, Chrome Web Store, etc.). Experience with Google suite and complex policies Understand technical concepts/terms (APIs, APKs, ARM, Bootloader, Doze, Fragmentation, NFC, etc.) Ability to manage multiple competing priorities in a fast-paced, rapidly changing environment Excellent written and verbal communication skills Will be required to master policy, proven through test/certification Required Soft Skills Collaboration Skills: Being a strong leader and team player is critical to this role, you’ll be working as part of a team and collaborating with other teams. Strong organizational skills: Have oversight of the queues, cases and escalations in an organized way to manage potential quality issues. Developer Empathy: Understand the developer's point of view on issues and make decisions weighing all parameters. Contact - 9449900627, yamanurappa.kuri@teleperformancedbs.com

rebootXP is hiring for Quality Analyst - BPO Voice Process Specifications: - Minimum 2 years of work experience in a relevant (contact center) sales process. - Minimum 1 year of work experience in a QA role from premium voice program. - Yellow Belt certified - Good aptitude skills-reasoning, logic and problem solving. - Good spoken English skills - Graduation is must. - Immediate Joiner Responsibility : - Monitor and evaluate inbound / outbound customer service calls. - Provide feedback and recommendations to agents for performance improvement. - Develop and maintain quality standards and procedures. - Collaborate with team leads and trainers to align quality metrics with business goals. - Analyze data to identify trends and patterns for process improvement. - Prepare reports on quality metrics and agent performance. - Assist in training new hires and conducting refresher sessions for existing staff. For Interview share resume at dinkar.mahajan@rebootxp.com or visit our office for interview in between Monday to Saturday @ 10AM, and mention reference as "HR Dinkar Mahajan" on the top of your resume. Office Address: C-29, Sector 58, Noida, Uttar Pradesh - 201301