334 Call Monitoring Jobs - Page 12

locationsIndia, Pune, 411014posted onPosted Yesterday time left to applyEnd DateMay 23, 2025 (6 days left to apply) job requisition idR148637 Change Management Partner As Change Management Partner for the New Finance and Tax Platform Programme, you will directly influence the successful implementation of a big-scale, state-of-the-art accounting system, by driving action plans, and designing the end-user experience. About The Role Lead the Change Team within the Business Change Management Team, overseeing the timely execution of Change deliverables Design and execute change action plans for multiple SAP S/4HANA releases including Stakeholder Identification and Role Mapping as well as Change Impact Assessment (CIA) Manage the Change Agent Network, providing a frame of reference for Super Users and Change Agents to drive implementation actions Liaise with the Deployment and Release teams to coordinate and achieve common goals. Manage (inform, consult, engage) the stakeholder base in the Global Service Centres as well in the regions. Work closely with Product Process Owners (PPOs), Functional Process Owners (FPOs) and Transformations Managers and apply both waterfall and agile methodologies Professional competencies 6+ years of professional experience in business change management Familiar with Agile, Lean, Scrum and Waterfall methodologies Experience in IT implementation projects is a plus Personal competencies High degree of self-initiative and innovation capabilities Experience in remote team collaboration Excellent communication and analytical skills as well as capacity for teamwork Resilience and adaptability to change Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing .

At Alight, we believe a company's success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to Be Alight. Our Values: Champion People be empathetic and help create a place where everyone belongs. Grow with purpose be inspired by our higher calling of improving lives. Be Alight act with integrity, be real and empower others. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work. Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight. Learn more at careers.alight.com. Job Description M1 - Assistant Manager About the role A Quality Manager is a professional responsible for overseeing and managing all aspects of quality assurance and quality control within the leave solutions process. The person would be responsible for coaching and development of his/ her team members and driving positive culture in his/ her team. High-Level Responsibility Areas Oversee inspections, testing, and audits to identify and address defects. They also implement preventative measures to minimize future issues. Analyze quality data to identify trends and areas for improvement. Develop and implement solutions like corrective actions (fixing problems) and preventative actions (stopping problems before they occur) The role requires reviewing key client requirements, translating these in to concrete actionable procedures for self and the group, mapping resource needs and training them on the various tools & processes with key focus on org-directions. Relationship management with onshore TMs Create goals and performance plans for teams. Effectively partner with the support functions such as Quality, H.R, T&A, RM, TD Manage Span ranging from (15-20) Performance Management People Management (Team management, Coaching & Development, resource management etc.) Business Management Routines & Client calls Escalation Management Coaching/Performance mgmt./Training Info shares/Roundtables Analytics / Consulting Stakeholder Management Formal Education - Graduate with minimum 7 years of relevant experience post graduation (aggregate marks of >=45% ( No Gaps / Failure throughout Graduation) Knowledge & Experience - Minimum 8 years of overall work experience (full time). 8-10 years of experience range is preferred. Experience in Call Audits is mandatory Should have substantial experience in domain People management experience of more than 3 years is preferred Proven ability to prioritize, develop and manage resource needs across clients Flexible Working So that you can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and Top 100 Company for Remote Jobs” 5 years in a row. Benefits We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options. By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position. Our commitment to Inclusion We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future. As part of this commitment, Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@alight.com. Equal Opportunity Policy Statement Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ, disabled persons, disabled veterans and other covered veterans. Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting their recruiter. Authorization to work in the Employing Country Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight. Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Skill required: Quality Checks - Operational Audit & Compliance Designation: Quality Assurance Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Quality control is a process by which entities review the quality of all factors involved in productionThe Operational Audit & Compliance team focuses on auditing and managing effective implementation and delivery of functional processes within operations to mitigate risks. The role may require for you to have a good understanding of anti-corruption, BCM and infosec policies, records management and contractor controls. The team is responsible for establishing processes to validate the effectiveness and drive improvements wherever required. What are we looking for? Competent in all minimum skill required by Customer Service Representative Knowledge of Transaction Monitoring Process Ability to monitor as per the Transaction Monitoring Process Knowledge of quality related tools & reporting Ability to use Nice System to monitor calls if indicated Basic understanding of OE maturity framework Complete knowledge of product/processes/Operational MetricStrong communication skills-written & oralStrong interpersonal skills with the ability to identify and resolve customer's needs with appropriate empathyThorough understanding of Client requirements and targets specific to Transaction MonitoringClient interaction would be an added advantage Management of performance(specific to Transaction Monitoring) – daily, weekly and monthlyStrong communication skills-written & oralPeople motivation and retention skillsAbility to formally evaluate performance of Quality Associates.Strong internet and computer literacy skills, technical knowledge will be an added advantage Roles and Responsibilities: Conduct Transactional audits, compliance auditsShare critical feedback on priority, drives course correction.Discuss critical and top opportunities in huddles.Conduct calibration sessionsShares Quality reports/ insightsCreate action plans to drive agent/ process performance.Drive bottom performers improvement on critical metrices.Collaborate with Delivery lead/SMEs to drive action plan and critical metricesConduct reviews with delivery team lead to discuss opportunities/ Challenges/ Action Plan.These responsibilities may vary depending on the specific needs from clients Qualifications Any Graduation

Hiring for QA Chennai (Ambattur) share cv on @9717218586 Role & responsibilities Monitor and evaluate voice interactions for quality assurance. identify process gaps and provide actionable feedback to agents. Maintain audit records and prepare quality reports. Collaborate with training and operations teams to improve service quality. Ensure adherence to company standards and compliance guidelines. Conduct calibration sessions to align with quality parameters. Preferred candidate profile Minimum 1 year of experience as a quality analyst on papers Proficient in MS Office. Excellent analytical and listening skills. experience in banking process (KYC,AML)

About The Role Role Purpose The purpose o central quality analyst role is to conduct quality audits and perform analytics in different areas as defined by central quality team, supporting the project teams in ensuring higher client satisfaction ? Do 1. Conduct process quality audits as per plan Conduct various process audits as per guidelines and SPO’s defined in QMS Prepare findings from the report and share it with the account/ project leadership on daily/ weekly/ monthly, as required Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA) Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes 2. Conduct analysis, report generation and process compliance in different areas like metrics office, CAG, Process Definition Ensure processes to be followed in Wipro in terms of all quality norms in the areas of project management and highlight potential risks Provide insights and process guidance to the projects as per the need Prepare timely dashboards, reports, insights and share with the central quality and delivery teams to ensure minimum client escalation From time to time highlight any critical escalations where the central quality team’s intervention is required in any BU project team Automate the report generations etc to ensure minimization of non-value added tasks, ensuring maximum utilization of existing platforms and their increased adoption ? Deliver No. Performance Parameter Measure 1. Quality Standards Timely generation of reports, dashboards, insights to the respective team Accuracy of the data Feedback from the project teams on the insights Quality of insights shared with the team ? ? Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Role & responsibilities: Outline the day-to-day responsibilities for this role. Preferred candidate profile: Specify required role expertise, previous job experience, or relevant certifications.

Email your resume to: Swathi@wissenpro.com Key Qualifications: Extensive experience in quality management Graduate-level education Proficiency in creating and utilizing advanced Excel dashboards and 7 QC tools Strong analytical, communication, and presentation skills Hands-on expertise in Google Suite and MIS/reporting Proven track record in leading support teams, driving analysis, and proposing process enhancements Strategic project management encompassing planning, coordination, estimation, reporting, and execution Collaborative approach in integrating with diverse teams and stakeholders for project success Expertise in identifying efficiency initiatives, workflow improvements, and strategic enhancements Proficient in preparing executive-level presentations and detailed project requirement documents

Roles and Responsibilities Manage sales team performance, ensuring targets are met through effective coaching, training, and feedback. Oversee daily operations on the floor to minimize shrinkage and attrition rates. Develop strategies to improve customer satisfaction (CSAT) scores by monitoring KPIs such as AHT, CSAT, LG. Ensure timely completion of tasks related to SLA management, including call monitoring and reporting. Foster a positive work environment that encourages team motivation, collaboration, and goal achievement. Desired Candidate Profile 1-6 years of experience in BPO/call center industry with expertise in sales team leading or similar role. Strong understanding of key performance indicators (KPIs) such as AHT, LG, CSAT, SLA Management, Target Achievement etc. . Excellent communication skills for effective floor management, team handling & team leading. Interested candidates reach me on this : rozy.rozy1@teleperformancedibs.com

Role- Quality Analyst ( Technical Support ) Location- Hyderabad Exp- min 2 years Skills- Technical support, Quality analyst, Troubleshooting, International Voice support Contact - teena.ghrs@gmail.com / 9116324602

Job Summary: The Patient Caller Denials & Physician Billing Specialist is responsible for contacting patients regarding outstanding balances, insurance issues, and denied claims. This role also includes working closely with payers to resolve billing denials, processing physician claims, and ensuring timely and accurate reimbursement.line the day-to-day responsibilities for this role. Key Responsibilities: Patient Calling: Contact patients regarding unpaid balances, missing insurance information, or claim denials. Educate patients on their financial responsibilities, insurance coverage, and payment options. Handle patient inquiries related to statements or billing discrepancies. Follow up on payment plans and document all patient interactions in the billing system. Denials Management: Analyze explanation of benefits (EOBs) and denial codes to determine cause. Appeal denied claims and submit necessary documentation to payers. Track and report denial trends to identify recurring issues. Communicate with insurance companies to resolve authorization or coding issues. Physician Billing: Prepare and submit professional (physician) claims (CMS-1500) to insurance carriers. Ensure correct CPT/ICD-10 coding for services rendered. Verify patient eligibility and benefits prior to billing when needed. Monitor aging reports and work rejections or underpaid claims. Required Skills & Qualifications: Graduate, diploma or equivalent; associate degree 1 to 5 years of experience in medical billing, denials, or collections (physician billing experience preferred). Strong knowledge of insurance processes, denial codes, and medical terminology.. Strong communication and problem-solving skills. Familiarity with HIPAA and healthcare compliance standards. Work Environment: 5 days working (Monday to Friday). Two-way cab facility provided. Candidates must be comfortable working in PST shift timings (Pacific Standard Time).

Job Title : Customer Experience Trainer Company Overview : IGT Solutions is a global leader in providing end-to-end outsourcing solutions for the travel, transportation, and hospitality industries. We specialize in delivering world-class customer service and operational excellence. With a presence across multiple countries, we are committed to enhancing the customer experience through cutting-edge technology, highly skilled professionals, and data-driven insights. At IGT, we prioritize innovation, collaboration, and continuous growth, ensuring that our clients receive top-notch services that drive business success. Job Responsibilities : Provide feedback and coaching on presentation skills to enhance overall performance. Serve as the liaison between quality and operations from a training and development perspective. Demonstrate a strong aptitude for delivering exceptional customer experience. Utilize strong analytical skills and attention to detail to monitor performance metrics. Familiarity with call monitoring, TNI (Training Needs Identification), and implementation of improvements. Work closely with new hires to enhance their communication skills and ensure consistent performance. Lead refresher training sessions based on TNI findings and conduct calibration sessions. Develop and execute strategies to improve CSAT metrics through engaging contests and refresher initiatives. Regularly monitor calls and agent performance to ensure quality standards are met. Conduct assessments to identify areas of improvement and implement action plans accordingly. Perform training needs analysis, prepare action plans, and report on progress and improvements. Requirements : Bachelor's Degree (Any Field). Excellent verbal and written communication skills. Ability to work in a 24/7 environment (6-day work week). How to Apply : Interested candidates can send their resumes to: swapnil.gupta@igtsolutions.com Contact : 7042379178 Equal Opportunity Employer : IGT Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

Basic Section No. Of Openings 1 External Title Associate - Telesales Employment Type Permanent Employment Category Field Closing Date 12 Jun 2025 Organisational Skills Skill Tele calling TeleCaller Highest Education Bachelor of Computer Applications Working Language Tamil About The Role MetricsDetailsSales - Daily calling BenchmarkTotal Sales calls per day 75 to month 1800. ( Call quality covering the required metrics of Net take home,Processing fees,Interest rate ranges and also benefits of Women's PL explained and covered in the entire call.)Coversions rate & Ticket sizeConversion to calls at 1% . Average ticket size - 3.36 lacsReports submissionSummarising daily calling report and feedback to be shared promptly. Acting on call feedback to be on priority.TrainingTelecaller has to complete all HR related trainings on time.Audit & ComplianceFollow complete process of Audit and compliance and process as per requirements of covering right metrics.Customer ComplaintsNIL complaints

Candidates who want to apply for the role can share their CV's to saumyasirothiya@aesl.in Contact No. 9625972018 Job Title: Quality Analyst Desired Work Experience: - 3- 6 Years in quality Educational Qualification: Graduate and Above. Woking Days: 6 Days; Rotational Day Shifts and Rotational Off Role & responsibilities Implement and ensure Call Quality Audit. Implement relevant measures to achieve desired level of Customer Satisfaction. Monitor Call Quality & Analyze training gaps required for Customer Satisfaction. To ensure that our call center agents are interacting with customers in accordance with company's set guidelines and are serving in best interest of business. Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance. Work on a continuous process of evaluating and identifying key behavior that drives sale and improve customer experiences.

Inspira Enterprise India Pvt. Ltd. is looking for 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

Purpose of the Manager Quality & Job Role: Aakash is looking for an experienced Manager Quality (Training & Development) who shall be responsible for monitoring, evaluating, and improving the quality of customer interactions in all branches Pan India (Telephonic & F2F). Role is very dynamic in nature and shall need an experienced and self-motivated professional who shall take full responsibility of individually assigned projects as well as team handling. This role involves analyzing performance data, coaching agents, and implementing strategies to enhance the overall customer experience. The Call Quality Manager would closely work with team leaders, trainers, and other business stakeholders to ensure that quality standards are consistently met. As Quality Manager, you are expected to: 1. Work closely and communicate effectively with CXOs, Senior Business leaders, Regional Training team to identify/ assess training priorities on an ongoing basis and proactively develop solutions to drive business. 2. Ensures team monitors and evaluate inbound and outbound calls, chat, and email interactions for compliance with company standards and quality metrics followed by regular feedback emails to branch stakeholders. 3. Conduct and analyze TNA (Training Needs Analysis) for Quality Assurance team and provide quarterly/annual training plan to develop QA skills. 4. Offer feedback to branches on how to improve specific aspects of their interactions that directly impact CSAT Score of branches. 5. Study NPS (Net Promoter Score) Data and take effective measures to drive process improvements and training initiatives. 6. Prepare VMP (Voice monitoring plan) and ensure target is met followed by validation of good and fatal calls and regularly ensuring Call Calibration followed by publishing regular quality reports to senior management. 7. Analyze call quality data to identify trends, patterns, and areas for improvement. Use RAG analysis to forecast potential issues and proactively address them before they impact overall quality. 8. Work with cross-functional teams to develop and implement process improvements that enhance call quality. 9. Lead initiatives to improve customer satisfaction scores and reduce escalations. 10. Lead the team and ensure effective team management skills and team development To be successful in the Quality Manager Role you are required to have: 1. Strong communication & Excellent written and verbal communication skills. 2. Excellent organizational skills and ability to multitask with strong business acumen. 3. Excellent time and work management skills, ability to prioritize, ability to handle team dynamics, attention to detail and ability to meet established deadlines. 4. Strong project management skills. 5. Ability of stakeholder & vendor management. 6. Certification in Quality Management (e.g., Six Sigma, etc) would be an added advantage. Must to have Attitude: 1. Dynamic professional with excellent interpersonal skills and has enterprising style of work. 2. Desired Traits: Self-starter, proactive, quick & adaptive. 3. Emotional intelligence to work and lead the team. Qualification: Post-Graduate in any discipline (Preferably full time MBA) Experience: 1. 10 to 12 years of experience into Quality & Training. 2. 5+ Years of experience in team management.

Job Summary: We are seeking a detail-oriented and analytical Quality Analyst to join our BPO operations team. The QA will be responsible for monitoring and evaluating customer interactions to ensure adherence to company standards, client expectations, and regulatory compliance. This role plays a critical part in identifying process gaps, driving continuous improvement, and enhancing the customer experience. Key Responsibilities: Monitor and evaluate voice, email, or chat interactions to ensure quality and compliance. Provide actionable feedback to agents for performance improvement. Maintain evaluation reports, dashboards, and quality scorecards. Collaborate with training and operations teams to identify coaching needs. Assist in calibrations and quality audits with clients and internal stakeholders. Participate in process improvement initiatives and recommend changes. Analyze quality trends and prepare weekly/monthly QA reports. Ensure all processes comply with data privacy and industry regulations. Key Skills & Qualifications: Bachelors degree or equivalent. 13 years of experience in a QA role in the BPO sector. Proficiency in MS Excel, QA tools, and CRM systems. Strong communication and interpersonal skills. Analytical mindset with attention to detail. Experience in creating and using QA scorecards. Familiarity with industry-specific compliance standards (e.g., HIPAA, PCI-DSS) is a plus. Ability to handle confidential information with integrity. Preferred Qualifications: Six Sigma or Lean certification (optional). Experience with tools like NICE, Verint, or similar QA platforms. Prior exposure to international clients or multi-process BPO environments.

WE ARE HIRING US TRAVEL QA CANDIDATE MUST HAVE 1 TO 2 YEAR OF EXPERIENCE AS QA IN US TRAVEL PROCESS SALARY 45,000/- US SHIFT |CAB & FOOD | 5 DAYS WORKING LOC- DELHI (WEST) CALL/WHATSAPP AT 8174083320 | Shubh

We are looking for Team leader and Quality analyst Should atleast have 1 year of on paper experience Salary upto 5lpa depends, Need on paper experience, Telephonic Interview Interested call now HR Salman 7666535407

Leading BPO in Hyderabad Hiring for Transactional Quality Manager Content Moderation//Social Media Process Must be a Manager Quality or tenured Deputy Manager On papers in an International BPO in Voice process Experience in Content Moderation is Mandatory Over All Experience 8+ Years CTC UPTO 15LPA based on Last CTC & experience Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Role & responsibilities Act as a primary POC between the QA teams, OPS & clients. • Recommended responsibilities include but are not limited to the following: • Lead, manage, motivate, and mentor a team of Quality Analysts • Drive consistency to ensure the strong quality performance and alignment across all programs • Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program • Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads • Implement and drive the QA process and structure • Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders • Implement initiatives and projects to counteract any possible trends, drive business KPIs • Aggregate audit findings and analyses gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency • Analyses quality and performance trends to provide recommendations for program improvement • Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Should have good knowledge of FMEA identification and mitigation of vulnerabilities Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Leading BPO in Bangalore Hiring for Transactional Quality Manager Content Moderation//Social Media Process Must be a Manager Quality or tenured Deputy Manager On papers in an International BPO in Voice process Experience in Content Moderation /Customer service is Mandatory Over All Experience 8+ Years CTC UPTO 19LPA based on Last CTC & experience Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 Role & responsibilities Act as a primary POC between the QA teams, OPS & clients. • Recommended responsibilities include but are not limited to the following: • Lead, manage, motivate, and mentor a team of Quality Analysts • Drive consistency to ensure the strong quality performance and alignment across all programs • Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program • Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads • Implement and drive the QA process and structure • Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders • Implement initiatives and projects to counteract any possible trends, drive business KPIs • Aggregate audit findings and analyses gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency • Analyses quality and performance trends to provide recommendations for program improvement • Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Should have good knowledge of FMEA identification and mitigation of vulnerabilities Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Hiring for Supervisor Quality & Training International Voice Process Leading BPO in Bangalore Require minimum 1 year experience as Team leader Quality in BPO Must have Experience in Quality Domain CTC UPTO 8.5LPA Shifts 24*7 Role and Key Responsibilities: Critical Thinking: Apply analytical skills to evaluate complex problems, identify root causes, and develop effective solutions Testing New Automation/Features: Execute and plan for new automation tools and features. Ensure thorough testing to validate functionality, performance, and reliability Recommendation Generation: Analyze test results and user feedback to generate actionable recommendations for product enhancement. Collaborate with cross-functional teams to implement improvement Overall implementation, planning and improvement of the Transactional Quality framework Set up, improve, drive and streamline monitoring, feedback & other internal processes related to Training and Transactional Quality Drive Idea generation/recommendation process and share ideas with the client Create new processes/initiatives based on the client requirements and drive in collaboration with different functions Introduce metrics to monitor quality and report to the management on improvements necessary to meet customer and industry standards Responsible for leading, motivating and supervising the team of Quality Analysts assigned As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired results To identify root causes of variances in metrics (if any) Reduce TQ-BQ variance on different input/output metrics Propose corrective/improvement solutions based on facts and data and implement and monitor improvement projects in the process Collect Data, perform analysis and RCA on metrics and publish reports accordingly Understand client needs on the Quality and process changes and ensure that the team is aware of them Focus on identification and highlight any/all compliance defects and recommend training or other action plan Ensure consistency through calibration of Quality scores with the client scores through effective interactions with the client Quality team Ownership of compliance, data security and risk assessment for the process - highlight noncompliance in time to avoid surprises or before reported by external sources Desired Skills Excellent communication skills - verbal and written Proficient with Feedback skills Proficient with soft skills training - customer / phone/Chat/Email skills Must have the ability to work under pressure &; in an unstructured environment Should be solution-oriented The applicant should be Proficient with MS office (PowerPoint, Excel, Word) & Google Suite Good People Management Skills Willingness to work in a 24*7 (Day and Night Shifts - Rotational) with no fixed week offs and 5 days working environment Willing to work in a voice and non-voice process Must have analytical abilities to analyze data, trends from effectiveness surveys Ability to observe, analyze and give constructive feedback Analytical, logical, reasoning &numerical ability Good knowledge of the Quality Domain Extremely good verbal & written communication skills in English Process orientation & structured thinking Six Sigma essentials Strong Customer Service orientation YB/GB certified preferred Qualification: Graduation Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Leading BPO in Kolkata Hiring for Quality Analyst Must have minimum 1 Year experience in Quality in International BPO Only Graduate 5 Days Working Shifts 24*7 Responsibilities: Lead quality initiatives, implement Six Sigma methodologies. Conduct call audits, analyze results with Pareto charts & Fishbones. Monitor calls for compliance, identify improvement opportunities. Mail your cv at simmi@hiresquad.in or call T 8467054123

Roles & Responsibilities : Implement CX Initiatives & CX programs at the dealership Implementation of Sales Standard Operating Processes at Dealership Conduct Sales Process Audits at dealership to check process gaps Analyze SSI and develop action plans in collaboration with dealers. Analyze PSI and formulate dealer action plans based on findings. Sales customer complaint Handling for the defined set of dealerships. Collect, analyze, and interpret customer feedback, surveys, and complaint data Implement and monitor Customer experience Improvement Action Plans. Support the recruitment of Sales Customer Care Managers (CCM) Assess manpower availability for key roles, including CCEs, hostesses, and other support functions. Coordinate for regional Salesforce campaigns by initiating actions across network Increase customer engagement through digital channels by promoting My Kia App registration & Customer Rewards program Implement key Digital Initiatives in the field like Dealer CRM, Virtual KEC etc Improve customer data quality across dealerships Track and report on Sales Exit Interviews. Review the performance of Dealer CX Teams. Prepare for and execute Customer Meetings and gather feedback on new programs.

Role : Quality Analyst - International Voice Location: Hyderabad, India Experience: 3 - 6 years Shift Timing Flexible with any shifts (Region wise alignment) Interested candidates can call and share their updated resumes On the email (Sakshi.mahajan@marketstar.com) Please reach out HR Sakshi Contact No:- 7889964667 Role and Responsibilities: Conducts quality review of telephonic/email conversations to ensure quality service goals and standards are met and/or identify areas where improvements can be achieved. Audits sales outbound calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures as listed in the framework. Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively with merchants. Ensure that the stipulated compliance guidelines are met and corrective measures are taken when there is a miss. Summarizes findings and recommendations and forwards them to team supervisor to use in performance discussion/assessments and/or promotional decisions. Provide coaching and guidance based on audit findings, and deliver weekly/ongoing performance feedback to associates as outlined by the business. Mentor/Transition newly hired representatives to ensure a smooth transition from the learning environment to the daily production environment. Provide formal product/process refresher training to facilitate ongoing learning. In cases of escalations by a merchant, the QA assists the representatives in preparing an RCA of the call, provides data points, or may even take the call on behalf of the representative. Maintains comprehensive working knowledge of policies, procedures, and benefits. Preferred Skills & Requirements: Management Skills. Attention to Detail. Leadership Motivational Skills. Strong Communication Skills. Multitasking. Customer Service. Problem-Solving Skills. Creativity. Ability to Work Well Under Pressure. Performance Management. Ability to Foster Teamwork. Organization. Ability to Educate Others. Basic Computer Skills. Whats in it for you? Constant Learning and an entrepreneurial growth mindset. Employee-centric benefits plan including but not limited to Comprehensive Health Insurance, generous Leave Policy, Covid Support, Vaccination drives, Well-being sessions, real-time grievance redressal, and work flexibility. We are a people-first organization with policies and processes that help you bring the best version of yourself into work including fast-track growth for high-potential folks. An opportunity to be associated with the worlds leading brands as clients. To be a part of an organization with more than 60% of homegrown Leaders. Customized training programs that are catered to personal and professional development. We are an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success

J ob description JOB PROFILE Position - Quality Analyst Department- Tele sales Location- Noida Key Roles & Responsibilities: 1. Quality Analyst will monitor and analyze business transactions to help establish the right behaviors and processes needed by the organization and will drive the Focus Group in the right direction by showing improvement in Calls Quality and Sales. 2. Develop and implement a comprehensive quality assurance strategy and framework specifically tailored for the Banca telesales channel for Digital SBY Health Insurance products. Define key quality metrics, performance standards, and evaluation processes. Stay abreast of industry best practices, regulatory requirements (IRDAI), and competitor QA approaches. 3. Collaborate with sales leadership, training teams, and other stakeholders to align QA initiatives with business objectives. 4. Lead, mentor, and develop a team of quality analysts, fostering a high-performance and collaborative work environment. Define individual and team performance goals and conduct regular performance reviews. Identify training needs within the QA team and facilitate relevant development opportunities.Ensure consistent application of QA processes and evaluation criteria across the team. Targets/KPIS/KRA 1. 50% Call Monitoring or Evaluation - The primary task of a QA in Call Center is call monitoring and sharing actionable insight. 2. 20% Dip Check- When the target is to find the specific type of failure that is key to the business. 3. 30% Coaching/Feedback - One on One feedback session about the outcome of the call monitored or audit findings SKILLS: Quality Assurance Telesales Quality Monitoring Health Insurance (Preferred) Banca Channel Experience Digital SBY Product Knowledge (Strong Advantage) Team Leadership Performance Management Feedback & Coaching Process Improvement Data Analysis & Reporting Stakeholder Management Compliance Communication (Written & Verbal) Problem-Solving Interested candidate can share their CVs with the subject line- CV for QA at 7430802568 (HR Anjali).