334 Call Monitoring Jobs - Page 4

Roles and Responsibilities Monitor the voice (Inbound & Outbound) & non voice (Chat and Email) responses to access the associates demeanour, technical accuracy, customer services performance & procedures. Identify and remedy defects within the production process. Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. Compile and analyse statistical data. Participating in design of call monitoring formats and quality standards. Performing call monitoring, identifying errors and best practices on the call. Documenting call behaviours and giving appropriate feedback to the customer service agents. Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with timelines. Identifying call drivers and reporting to Quality TL/Manager. Using appropriate data management system to compile and track performance at team and individual level. Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback. Providing training team with actionable data as and when required. Providing feedback to Call Centre team leaders and managers. Preparing and analysing internal and external quality reports / presentations for management staff review. Performing translations, IVR recordings and language assessments. Regular meetings with Quality manager & Training Manager. Authorities responsible to audit calls, monitor Voice/ Email Conversation and accurately measure qualitative performance of a team. Qualifications / Certifications Education: Graduation Skills & Abilities: Good understanding on basic Quality tools. Should know feedback mechanism. An Analytical Approach. Keen Perception. Genuine Curiosity & Positive Outlook. Proficiency in MS Office (Word, Excel, and Power point). Language proficiency - English, Hindi & Telugu if any other reginal language will be an added advantage. Exceptional Communication Skills. Certifications: If Any. Experience: Min 1+ Year experience. Job location: Madhapur, Hyderabad Workdays: 6 days a week Interested candidates please send resume to shruthi_beulah@apollohospitals.com or WhatsApp CV to 8639839227

Position - Quality Inspection (MDQMS) Location - Noida Sec 2 Experience - 2-3 years into Quality Inspection for Medical devices & Equipment Quality Assurance & Internal Audits according to ISO Standards Salary Offered Upto - 3.6 Lpa

Min Exp 1 year in international BPO as QA. Night shifts both side cabs Salary upto 40 K Also, required US Travel Quality Analyst from Travel process night shifts salary upto 45 K Required Candidate profile location Gurgoan call / whats app 7840005099

Key Responsibilities Call Monitoring & Evaluation : Listen to recorded or live customer care calls to assess adherence to company standards. Evaluate calls based on predefined criteria focusing on etiquette, manners, understanding, and patience. Identify areas for improvement and provide actionable feedback to team members. Feedback & Coaching : Deliver constructive feedback to customer care representatives to foster continuous improvement. Collaborate with team leads to develop coaching plans addressing performance gaps. Reporting & Analysis : Maintain detailed records of evaluations and feedback provided. Prepare and present reports on call quality metrics to management. Analyze trends to identify recurring issues and recommend solutions. Training & Development : Assist in the development of training materials based on common issues identified during call evaluations. Participate in training sessions to enhance team skills and knowledge. Compliance & Standards Adherence : Ensure all customer interactions comply with company policies and industry regulations. Stay updated on best practices and quality standards in customer care. Qualifications Education : Bachelor's degree or equivalent experience in a relevant field. Experience : Minimum of 2 years in a call center or customer service quality assurance role. Skills : Strong analytical and observational skills. Excellent verbal and written communication abilities. Proficiency in using call monitoring software and CRM systems. Ability to provide constructive feedback in a positive and encouraging manner.

Role & responsibilities Monitor and evaluate calls / emails to ensure compliance with company policies, procedures and quality standard. Ensure that associates adhere to regulatory requirements, legal guidelines and industry best practices while interacting with customers. Provide constructive feedback to associates based on quality evaluations and highlighting areas of improvement. Prepare reports and analysis on quality evaluations, findings, identifying trends and areas of improvement. Conduct regular calibration session with supervisors to ensure consistent evaluations and scoring across the team. Identify process gaps or inefficiencies based on quality evaluations and work with relevant stake holders to implement improvement initiatives. Collaborate with operations & training to align quality initiatives, share best practices Preferred candidate profile Good communication skills Keen attention to details Diligent and meticulous Creative and innovate thinker Should be fluent in English and Hindi communication

The Quality Evaluator is a temporary assignment or training role (aligned w/the Agent CL11) responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards and providing insight to customers to contribute to program performance improvements. . Role and Key Responsibilities: Report results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis. Achieve departmental productivity requirements (e.g. number of calls/chats monitored per month on schedule etc.). Facilitate and/or participate in calibration sessions with Quality Leadership, staff. Facilitate remote call monitoring sessions as needed. Maintain forms and definitions documents. Participate in performance improving task force with Account Management and clients. Participate in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes. Demonstrate mastery and comprehension of client s quality standards. Facilitate program specific internal & external calibration sessions. Participate in program management monitoring sessions. Demonstrate proficiency with respect to the client specific sales/service process. Maintain current understanding of program strategies while process monitoring Proficiency in use of Quality reporting databases. Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecard and account profitability goals. Work closely with the Quality Supervisor & Manager on analysis and process improvement initiatives. Key skills & knowledge: Proficiency with various software applications programs including e-mail messaging applications Microsoft Word and Excel Experience in managing international voice clients preferably in Banking/Insurance/Healthcare Effective oral and written communication skills Broad understanding of client conformance measures Process Improvement knowledge/analytical skills- preferred

You will be responsible for owning the operations function of the risk and compliance practice. Driving strategic approach in managing the entire account to optimally deliver the services as per the contractual obligations. You will also be responsible for revenue generation along with stakeholder management/client relationships. Your primary responsibilities include: Be well versed with KYC and AML processes at an SME level. Structure and execute all training requirements from new and existing accounts. Ensure robust compliance reporting for training functions at an analyst level. Create approved QC/QA plans and agree with clients. Develop the QC/QA process where required to be compliant with requirements. Drive quality improvements by creating action plans based on RCA. Manage accountability plans and PIPs. Review and update policy and procedure documents. Create robust quality reporting with error trend analysis. Suggest/implement process improvement ideas and drive the culture in the team. Adapting the organization's culture and driving the entire team towards a client-centric culture of growth. Ensuring effective resource management (people, technology, and infrastructure). Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Experience in financial crimes (prevention) and compliance With an overall of 10 years of experience and 7-8 years of experience in AML/KYC. Good Knowledge of US/UK regulatory policies. Lean/Six Sigma trained/certified – not mandatory. ACAMS certified – preferred. Preferred technical and professional experience AML/KYC workflow and related tools. Preferred international banking experience.

Job Overview: As a Quality Manager, you will be responsible for overseeing the quality assurance and quality control processes within our organization. Your role is to ensure that products and services meet the required quality standards, comply with regulations, and satisfy customer expectations. You will lead a team of quality professionals, develop and implement quality management systems, and drive continuous improvement initiatives across the organization. Key Responsibilities: 1.Quality Management Systems: Develop, implement, and maintain quality management systems and processes. Ensure compliance with industry standards, regulations, and company policies. Oversee the preparation and maintenance of quality documentation and records. 2. Team Leadership: Lead, mentor, and manage the quality assurance team. Conduct performance evaluations and provide training to team members. Foster a culture of quality and continuous improvement within the team. 3. Quality Assurance: Develop and execute quality assurance plans, including inspection protocols. Monitor and evaluate the effectiveness of quality control processes. Address and resolve quality-related issues and non-conformances. 4.Continuous Improvement: Identify opportunities for process improvements and implement best practices. Utilize data analysis to drive decision-making and improve quality metrics. Lead root cause analysis and corrective action initiatives for quality issues. 5.Customer Focus: Act as a liaison between customers and the company to address quality concerns. Review customer feedback and implement improvements to enhance satisfaction. Ensure that customer requirements and expectations are met or exceeded. 6.Compliance and Audits: Conduct internal audits to ensure adherence to quality standards and procedures. Prepare for and participate in external audits and inspections. Ensure compliance with regulatory requirements and industry standards. Qualifications: Bachelors degree with 2 years of experience in quality management or a similar role. Professional certification (e.g., Six Sigma Black Belt, CQE) is a plus. Strong knowledge of quality management principles, methodologies, and tools. Proven ability to lead and manage a team effectively. Excellent analytical, problem-solving, and decision-making skills. Strong communication and interpersonal skills. Should be ready to travel as per organization needs If Interested candidates can share resume on roussel.swaries@zenplus.in or WhatsApp on 7738007108

Role & responsibilities Daily Call monitoring (BAU Audits + Compliance Audits) Team Huddle (Share Updates, Audit Observation, Discuss team challenges) Call listening session , Live call audits (Side by Side) BQM - Bottom Quartile Management Floor Walk , Daily Briefing, Dip - Check Manage Agent wise data & Share process related compliance reports Give insight to improve business Preferred candidate profile Minimum 2 years of experience in Cal Quality Check / Call Audit from any Financial backgrounds. Candidate should have good understanding about call Audit and review Candidate should know Tamil, Hindi and English as mandatory Graduation is mandatory Interested candidate kindly share your resume to the mail id (Swaminathan@indiagold.co)

Key Responsibilities: Quality Assurance Responsibilities: Monitor and evaluate inbound/outbound calls to assess agent performance against quality benchmarks. Provide detailed feedback and coaching to agents to improve call quality, compliance, and customer satisfaction. Identify gaps in process knowledge or soft skills and recommend targeted interventions. Maintain accurate quality reports and dashboards; present insights to leadership and suggest continuous improvement actions. Assist in root cause analysis of quality issues and collaborate on corrective action plans. Key Skills: Strong verbal and written communication Interpersonal and coaching skills Analytical and attention to detail Time management and organization Adaptability and problem-solving

Job Title: Team Leader International BPO (Voice Process) Location: Noida Shift: Rotational | No cabs Mode: Work from Office Joining: Immediate joiners only Requirements: Minimum 12 years of experience as a Team Leader in any International Voice Process (BPO). Strong people management & team handling skills. Experience in achieving KPIs, shrinkage & attrition control. Excellent communication and interpersonal skills. Salary: Up to 75,000 CTC Openings: 3 Share your resume at: 9560883080 (Akanksha Sharma) Mention "Team Leader" in the subject. -------------------------------------------------------------------------------------------------------------------- Job Title: Quality Analyst International BPO (Voice Process) Location: Noida Shift: Rotational Mode: Work from Office Joining: Immediate joiners only Requirements: Minimum 12 years of experience as a QA in International Voice Process. Strong in call auditing, feedback sessions & quality metrics. Good knowledge of quality tools (e.g., RCA, calibration). Excellent verbal and written communication. Salary: Up to 70,000 CTC Openings: 3 Share your resume at: 9560883080 (Akanksha Sharma) Mention "Quality Analyst" in the subject. Email Us: akansha.sharma3@gmail.com

Role Overview: The Quality Analyst is responsible for ensuring that institutional processes, academic delivery, and administrative functions meet defined standards of quality. This role involves conducting audits, evaluating data, identifying areas for improvement, and working closely with various departments to implement and maintain best practices across the organization. Qualification: Bachelors degree in any discipline (preferably in Education, Management, or Statistics) Master’s degree or diploma in Quality Management, Education Management, or related fields (preferred) Certification in Six Sigma/ISO/internal audit (added advantage) 2–4 years of experience in a similar quality assurance or process improvement role Skills: Strong analytical and critical thinking abilities Proficient in MS Office Suite (especially Excel and PowerPoint) Attention to detail with a process-oriented mindset Strong verbal and written communication skills Ability to evaluate compliance and performance metrics Collaboration and coordination skills across departments Time management and documentation expertise Key Responsibility: Monitor and audit academic and non-academic processes as per institutional SOPs Develop quality benchmarks and checklists for departments and processes Collect and analyze data related to staff performance, student satisfaction, and compliance metrics Prepare monthly quality reports and dashboards for management review Coordinate with department heads to ensure timely resolution of quality gaps Assist in internal audits, inspections, and external evaluations Recommend process improvements to increase institutional efficiency and effectiveness Support training programs focused on quality improvement and best practices Maintain documentation for compliance, inspections, and standardization purposes Ensure adherence to regulatory and academic norms Behavioral Attributes: Collaborative Influencer : Builds effective cross-functional partnerships and fosters teamwork. Culturally Inclusive : Promotes diversity, inclusion, and personal growth. Results-Driven : Focused on measurable improvements with a proactive and flexible approach. Trusted Advisor : Combines active listening, empathy, service orientation, and the courage to challenge constructively. Articulate Communicator : Skilled in persuasion and diplomacy. Lifelong Learner : Eager to explore beyond defined roles for continuous growth.

We're seeking an experienced Customer Care Executive Trainer to design, deliver, and evaluate training programs for customer care representatives. The ideal candidate will have expertise in customer service, training delivery

We're seeking an experienced Customer Care Executive Trainer to design, deliver, and evaluate training programs for customer care representatives. The ideal candidate will have expertise in customer service, training delivery

We're seeking an experienced Customer Care Executive Trainer to design, deliver, and evaluate training programs for customer care representatives. The ideal candidate will have expertise in customer service, training delivery

Trainer/Process Trainer /Soft skills Trainer BPO International Voice Process TNA TNI TTT Refresher NHT PKT IMMEDIATE JOINER Call/ WhatsApp cv if you have banking process exp to Sri 8851792136 Neha 8287267407

Job Profile Minimum Education Required Essential Post Graduat ion in appropriate disciplines such as Economics; Public Policy; Public Administration; Sociology or any other Master’s degree with 2-3 years of relevant experience in a Government project. Preference given to candidates from nationally recognized reputed Institutes/Universities Desirable Work Experience in a Government Project Certifications / Diplomas in associated disciplines Minimum Experience Required Knowledge Manager: 2-3 years of overall experience in Consulting / Research / Teaching in Governance related subjects, etc. Sr. Knowledge Manager: 6-10 years of overall experience in Consulting / Research / Teaching in Governance related subjects, etc. Preference given to the candidates who have extensive work experience in public sector and government projects Skill Set Requirements Essential Good Report Writing Skills Good English Speaking & Writing skills Desirable Any Analytical tools (Eg. SPSS, Tableau etc.) or well versed with all Excel tools Knowledge of Project Management tool s Roles and Responsibilities Job Responsibilities To contribute to the preparation of the Annual Action Plans of the Resource Group To participate in the Business Development activities such as - Liaison with key officials of the prospective organizations Preparing or contributing to the preparation of concept notes, Expressions of Interest (EOIs), project proposals etc. Planning and implementing the BD activities as finalized by the superior officers of the Resource Group Updating the superior officers of the Resource Group on the progress of the BD activities assigned / planned To contribute to the preparation of project plans and schedules for the projects assigned and execute project activities, as per the project plans and schedules To give inputs and guidance to the subordinate officers executing projects / assigned activities To sort out any issues emerging during the implementation of the projects and escalate the same, in case they need intervention of the superior officers To participate in Monthly Reviews / Milestone Reviews to update the superior officers of the Resource Group on the status of assigned activities To interact regularly with the clients as part of project execution To follow up with the clients and realize payments, as per the agreed upon Schedules of Payments To prepare appropriate knowledge resources such as project case studies, project data sheets, updated CVs of the Resource Group etc., on closure of the projects To assist the superior officers of the Resource Group in identifying renowned organizations / consultants, working in the focus areas of the Resource Group To participate in the publication activities of the Resource Group, such as research studies, case studies, paper presentations and publications To take care of required correspondence with the clients, prospecting organizations etc. and maintain related files To offer required support to the internal CGG Developmental Activities To discharge any other responsibility assigned by the superiors from time to time

Job Overview We are looking for a motivated Mid-Level Team Lead Tele Caller to join our team in Vadodara. This is a Full-Time position where the successful candidate will lead and manage our tele-calling team, focusing on lead generation and performance enhancement to achieve company goals. Qualifications and Skills Demonstrated ability in team leadership to guide, mentor, and oversee tele-calling staff performance (Mandatory skill). A proven track record in lead generation with an emphasis on setting and achieving ambitious targets (Mandatory skill). Experience in performance monitoring to evaluate and improve team efficiency and productivity (Mandatory skill). Proficiency in telesales with a strong ability to convert potential leads into sales through effective communication. Experience in maintaining accurate and comprehensive records to support data management and reporting. Familiarity with data management practices to organize and maintain tele-calling data effectively. Proven expertise in cold calling strategies to reach out to potential clients and expand the customer base. Skills in call monitoring to ensure calls meet quality standards and customer satisfaction levels are maintained. Roles and Responsibilities Lead and manage the tele-calling team, ensuring alignment with the companys objectives and sales targets. Develop and implement effective lead generation strategies to enhance client acquisition and retention. Monitor team performance using relevant metrics and deliver feedback to enhance efficiency and effectiveness. Conduct regular training sessions to ensure team members are well-equipped with the necessary sales skills and product knowledge. Maintain clear and concise records and reports for management review to track progress and areas of improvement. Collaborate with sales and marketing teams to align tele-calling efforts with broader business strategies. Ensure compliance with company policies and procedures to maintain data integrity and customer confidentiality. Foster a positive work environment that encourages team collaboration and individual development.

Min 1 yr BPO Quality Manager Exp , AM/DM cannot apply Manage BPO Quality Team MUST INTERNATIONAL BANKING PROCESS EXP Call Callibration, Audit, Score , CSAT WFO-Gurgaon whatsapp CV Amit 8851792136, Neha 8287267407 Required Candidate profile WFO-Gurgaon ,Apply those who can relocate IMMEDIATE JOINER GRADUATE whatsapp CV Amit 8851792136, Neha 8287267407

Leading BPO in Chennai Hiring for Quality & Manager Domestic Banking Process Must be a Manager Quality or tenured Deputy Manager On papers in a BPO in Domestic Banking process Over All Experience 8+ Years CTC UPTO 13LPA based on Last CTC & experience 6 Days Working Looking for LOCAL CANDIDATES 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 VIZAG Hiring for Quality Manager Domestic Process Must be a Manager Quality or tenured Deputy Manager On papers in a BPO in Domestic process Experience in Domestic Process is Mandatory Over All Experience 8+ Years CTC UPTO 13LPA based on Last CTC & experience 6 Days Working 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

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.

To train NHT Batches. Maintain reports circle wise and measure effectiveness post 0 to 30 days of conducting refresher Complete daily tracking, including end of day course evaluation and trainee assessments Research product information for each account assigned by attending team meetings and periodic calibrations sessions, side by side observations, and call monitoring for training department purposes Establish relationship with design team to learn design methodology and become familiar with learner and facilitator guide standards Maintain updated course and training evaluations for management review Training need analysis (TNA) and implementation by working closely with the Quality Department Demonstrate effective presentation skills Basic understanding of MS office, required for maintaining training reports Ability to interact with clients and represent training function at an process level. Candidate Profile Minimum 1 years of experience as Process Trainer specifically into Mapping Mandatory. Graduation Mandatory. Excellent communication and presentation skills. Strong client and stakeholder management. Flexible working in Shifts. CTC upto 4,20,000 Per Annum + statuatory Bonus Bonus and Incentives. .

Send resume: Swathi@wissenpro.com Call: 8008582617 Key Qualifications: Conduct call monitoring, audits, and quality checks across voice/email/chat to ensure compliance and service excellence. Create and manage advanced Excel dashboards, MIS reports, and utilize 7 QC tools for quality tracking and analysis. Identify process gaps, lead root cause analysis, and recommend improvement initiatives. Collaborate with training and operations teams for calibrations, feedback, and agent coaching. Drive strategic project planning, workflow enhancements, and performance reporting. Prepare executive-level presentations and documentation to support business objectives. Leverage Google Suite and strong analytical skills to deliver actionable insights and process improvements.

Trainer/Process Trainer /Soft skills Trainer BPO TNA TNI TTT Refresher NHT PKT IMMEDIATE JOINER Call/ WhatsApp ONLY IF HAVING BANKING PROCESS EXP Sri 8851792136 Neha 8287267407 Required Candidate profile WFO GURGAON-NO JOBS IN NOIDA- APPLY IF CAN RELOCATE