334 Call Monitoring Jobs - Page 5

We're Hiring: Assistant Manager Training & Quality (Airlines/Travel Process) Location: Gurugram Experience: 5–9 Years Immediate Joiners Preferred Are you a dynamic professional with hands-on experience in both Training and Quality within the Airlines or Travel BPO domain ? We want to hear from you! Key Responsibilities: • Design and deliver process/product training modules • Drive continuous improvement through quality audits and feedback • Identify training needs and skill gaps across teams • Monitor KPIs and implement quality frameworks • Collaborate with operations to enhance overall service standards Who Should Apply: Candidates with dual exposure to Training & Quality in Airlines/Travel processes Strong communication, leadership, and analytical skills Experience in managing new hire training, refresher programs, and quality compliance

Hiring a Sales Trainer/Process Trainer who is giving the taining on outbound sales TNA TNI TTT Refresher NHT PKT IMMEDIATE JOINER Call/ WhatsApp ONLY IF HAVING BANKING PROCESS EXP Sri 8851792136 Neha 8287267407 Required Candidate profile WFO Bangalore Must Know-English and Hindi

The IT Infrastructure Ticket Quality Analyst is responsible for monitoring, evaluating, and improving the quality of IT support tickets logged and resolved by the service desk and infrastructure teams. Immediate Joiners .

Skill required: Marketing Operations - Creative Design Designation: Quality Auditing Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Help balance increased marketing complexity and diminishing marketing resources. Drive marketing performance with deep functional and technical expertise, while accelerating time-to-market and operating efficiencies at scale through Data and Technology, Next Generation Content Services, Digital Marketing Services & Customer Engagement and Media Growth Services.The QA Specialist be a part of the team responsible for auditing website for various markets that deliver of marketing services to our client regarding the campaign and content management processes. Auditing campaigns and online content for the websiteCompleting audits as per clients requirements and agreed timelinesEnsure quality and timely completion of auditsEnsure clear feedback on errors Flag risks to quality to the leads and reporting of audit resultsExperience in content/campaign management systems like SDL Tridion, AEM,ACM,SFMC etcKnowledge/basic experience in HTML coding and CSS What are we looking for Strong Interpersonal and communication skills including ability to interact with senior members in the project board.Ability to work independently with minimal supervision as a self-starter and chase down people/teams to achieve closure when required.Ability to take end-to-end ownership of audits by collaborating across teams and individuals.An organized and planned approach to work with the ability to move things swiftly despite several dependencies. Appreciation of the need for documentation.Identify operational risks and issues related to current process and indicate to operationsBe flexible to work in shift hours ensuring complete overlap with markets and stakeholdersHelp in overall teams work-load by managing own deliverables and help team when required Roles and Responsibilities: Audit requests for all types of work using standard checklistsTracking audit resultsCompleting audits based on targets and timelinesAdhere to the audit framework when conducting auditsIdentify common defects and devise measures and actions for improvementReporting audit results, feedback and progress on improvements at frequency defined by managementCoach individuals to improve their output qualityMaintain checklists versions and communicate updates to the team Qualification Any Graduation

Client Services Analyst Job Locations IN-KA-Bengaluru Requisition ID Category (Portal Searching) Operations Position Type (Portal Searching) Experienced Professional Overview Connecting clients to markets and talent to opportunity. With 4,300 employees and over 400,000 retail and institutional clients from more than 80 offices spread across five continents, we re a Fortune-100, Nasdaq-listed provider, connecting clients to the global markets focusing on innovation, human connection, and providing world-class products and services to all types of investors. Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, The StoneX Group is made up of four segments that offer endless potential for progression and growth. Business Segment Overview: With boots on the ground authenticity at the heart of everything we do, our comprehensive array of commercial products and services enable you to work directly with our clients, across hedging, risk management, execution and clearing, OTC products, commodity finance and more. Responsibilities Job Purpose Supporting the StoneX Financial Ltd ( SFL ) Client Services Team with core processing functions Primary duties will include: Client Margin Call Monitoring Monitoring daily Client Margin Calls. Using the internal monitoring platform to review margin calls, reconcile and check off versus client responses and funds received, and chasing any aged items- including escalation to the relevant internal teams where necessary. Client Payment Processing Validating and entering Client payment requests into the TMS payment system in a timely, accurate and efficient manner. Liaising with the Client, Risk Team and Treasury to ensure timely approval and release of funds, querying any details which appear incomplete. Requesting the setup of new Client Settlement Instructions (SSIs), ensuring the request meets company Compliance policies and full call back validation has been performed before the setup request is cascaded to the necessary internal teams at StoneX. Client Position Transfer Request Processing Validating and entering Client Position Transfers when clients request positions be moved either internally or externally between brokers. Liaising with the Client, Risk Teams, Client Service and Clearing Teams to ensure timely approval and processing of transfer requests, querying any details which appear incomplete. Ad Hoc Requests Supporting the SFL Client Services team with ad-hoc tasks where needed Qualifications To land this role you will need : Solid experience preferably within a Banking, Financial or other large company. Fundamental understanding of derivatives, including futures and options, as well as their associated lifecycle events. Knowledge of XTP and its various modules preferred but not required. #LI-Hybrid #LI-SC1 Options Apply for this job online Apply Share Email this job to a friend Refer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed

Saturn Realcon Pvt Ltd Sales Trainer | Luxury Real Estate | Bengaluru Location: Hebbal (Kempapura), Bengaluru Industry: Luxury Real Estate Sales | Employment Type: Full-time, On-site Timings: 10:00 AM 7:00 PM Company Overview: Saturn Realcon Pvt Ltd Saturn Realcon Pvt Ltd is a premium Luxury Real Estate company headquartered in Bengaluru, with operations across India, Dubai, Singapore, and the USA. We specialize in delivering high-end real estate solutions with integrity, quality, and a strong commitment to client satisfaction. Our team upholds the highest standards of professionalism and service, catering to an elite clientele. Position: Sales Trainer Location: Hebbal (Kempapura), Bengaluru Experience Required: 3+ Years To Apply: Email your CV to anjan@saturnrealcon.com Contact: 9035175061 Role Description: As a Sales Trainer, you will play a key role in enhancing the performance and effectiveness of our sales team. You’ll be responsible for creating, delivering, and managing sales training programs, conducting coaching sessions, and ensuring our sales professionals are fully equipped to meet client expectations and achieve targets. Key Responsibilities: Develop and implement comprehensive sales training programs. Conduct engaging training sessions and workshops. Monitor and evaluate sales calls and client interactions. Provide ongoing coaching and performance feedback. Collaborate with the leadership team to identify skill gaps. Continuously update training content to reflect industry trends. Qualifications: 3+ years of experience in Sales Training or Training & Development. Excellent presentation, communication, and interpersonal skills. Strong organizational and time management abilities. Motivational leadership and team-building capabilities. Background in real estate or related industries preferred. Degree in Business Administration, Marketing, Real Estate, or a relevant field. Benefits: Competitive salary plus performance-based commissions. Loyalty bonus. Fuel reimbursement. Opportunities for ongoing training and professional development. Supportive work environment with clear growth pathways.

Skill required: Customer Operations - Non Voice - Service Desk Non-Voice Support Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do CSR is primarily responsible for providing customer service support according to the scope of work and service level requirements. This includes ensuring call quality and quantitative standards are observed in meeting customer care needs and resolving them in a timely fashion.Customer Operations - Voice - Help desk role - ticket resolution/Chat supportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for Work on a shifting schedule and during holidays as neededWork in office facility and at homeExcellent English Communication Skills demonstrated by having a local Berlitz rating of B1T, or B2 and higher (For offshore resources)Experience in customer care, sales, tech support and/or similar accounts, requiredExperience in broadband and/or TV troubleshooting, recommended but not required Roles and Responsibilities: Provide support for resolution of customer problems, issues, requests and queries. Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing. To perform assigned skill sets and its corresponding activities and tasks efficiently.To support & record a variety of customer service issues through telephone from customers. Validate, investigate and resolve these issues within established guidelines. This includes coordinating with the escalation path which may include but not limited to internal Accenture or Client.To provide first-level troubleshooting on customer home broadband, tv, and phone setup and connectivity issuesTo provide recommendations to customers on new product, packages, upsells, and cross-sells that match the customers lifestyle needs and generate additional revenues as a resultTo provide customers with a positive call experience by exhibiting positive call conversation behaviors and etiquette, a sense of urgency, knowledge in the product and service, genuine concern for the customer, with timely and efficient resolution of issues.To promote and maintain a high level of professionalism, reliability, and work attitude through attendance, metric performance, and interaction with peers and management.To promote, proactively maintain & enhance positive relationships for Client/Customers/Accenture through excellent performance of accountabilities. Qualification Any Graduation

SUMMARY Retail Associate at Leading Apparel Brand Location: Gurgaon Our client, a UAE-based multinational conglomerate headquartered in Dubai, is seeking male candidates for the position of Retail Associate at their leading apparel brand in Gurgaon. Job Responsibilities Customer Service Adhere to grooming standards Welcome and greet customers Use standard phrases when interacting with customers Introduce yourself and offer a shopping bag to every customer Guide customers to find the right product within the store Assist customers as needed Communicate product range, style, new innovations, and store promotions/offers to customers Share customer and merchandise feedback with DMs Target Achievement Meet set sales targets Use selling techniques to increase basket size Adhere to retail standards Responsible for displaying received stocks Fold garments and stack them Cube sizes and use hangers correctly Ensure all merchandise has barcodes Maintain a carton-free floor Adhere to plan-o-gram Maintain displays, props, and signage as per VM guidelines Contribute to shrinkage control through merchandise recovery from trial rooms and cash counters Requirements Requirements: Minimum 10th pass 0-3 years of retail experience Age between 18-25 years 6 days working (week off between Monday to Thursday, any day) Open to male candidates Benefits Salary- 15000 NTH + PF & ESIC

As a Telecalling Outreach Executive, you will be responsible for conducting outbound telecalling to inform and educate contacts about our services. This role requires strong communication skills and a proactive approach to engaging with potential leads. Key Responsibilities : - Conduct outbound telecalling to introduce our services. - Provide detailed information and address inquiries effectively. - Follow up with leads to nurture relationships and gather feedback. - Maintain accurate records of all telecalling interactions. - Collaborate with team members to ensure efficient follow-up and support. Required Qualifications : - Any degree or equivalent. - Prior experience in telecalling or sales is preferred. - Excellent verbal communication skills in English and local languages. - Proficiency in MS Office (Word, Excel).

No of Positions -5 Shift : Evening /Night Candidate must have atleast 1 +yrs of exp in PPC travel process Interested candidates Call Ruchika @9650997623 Required Candidate profile Excellent comms skills

The Affordable Organic Store is looking for Trainees 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

Roles & responsibilities: Drive continuous improvement for Transaction Quality and Delivery Manage Call Quality & Client related KPI's Evaluate effectiveness of TQ interventions Strengthen Quality management processes / framework to improve quality delivery Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client's expectations Generate and implement out of the box ideas and Process improvement initiatives in the process. Drive Process control & Compliance in addition to managing the Audit requirements Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires Provide quality floor support, feedback, refresher Support the Quality and Compliance teams to perform various audits and follow ups based on observations Develop and implement training programs for employees. Work with various teams to identify training needs and develop training materials. Design and deliver training programs for new hires and existing employees. Monitor the effectiveness of training programs and make recommendations for improvements. Conduct regular training needs assessments and adjust training programs accordingly. Evaluate the effectiveness of quality assurance measures and make recommendations for improvements. Develop and implement policies and procedures to ensure compliance with industry regulations. Collaborate with senior leadership to identify strategic opportunities for training and quality initiatives. Analyze training and quality data to identify trends and make data-driven recommendations. Develop and maintain relationships with internal and external Stakeholders vendors to support training initiatives. Ensure that all training initiatives align with the organization's overall strategy and goals. Desired Skills: Must be a Graduate People Management skills Knowledge of industry regulations and compliance requirements. Ability to work independently and as part of a team. Ability to provide leadership, direction and motivation to build high performing teams Analytical and Quantitative skills Excellent Communication skills and presentation skills. Data Handling / data interpretation skills Good working knowledge of Transaction Quality systems, tools and technologies. Understand Transitions, which is spread between the Handover, Startup, Manage and Exit phases to be able to manage Transaction Quality functions effectively Experience in training management. High level of maturity to handle people including but not limited to client, stake holders, peers etc. Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure Detail oriented with Strong organizational and Presentation skills Flexible to work in a 24X7 environment (night shifts and weekends basis scope)

About US 1Lattice is a 360-degree business decision support partner with a tech-enabled services stack of data, people network, and custom research. Powered by advanced tech tools and unique data-gathering approaches, 1Lattice is an integrated product suite to make decisions smartly, right from Inputs to Validation to Execution to Measurement. 1Lattice works with clients and partners globally, helping clients solving a wide variety of organizational and business challenges through actionable research-led insights. Work Mode- Hybrid Days of working- 5 CTC- 2.4 lpa to 3 lpa Job Overview: We are seeking a detail-oriented and analytical Quality Analyst to ensure the accuracy, completeness, and reliability of data collected by our Research Associates through telephonic interviews. The QA Executive will be responsible for monitoring, auditing, and validating calls, identifying discrepancies, and providing feedback for continuous improvement in data collection practices. Key Responsibilities: Conduct regular audits of calls made by Research Associates to validate the authenticity, completeness, and quality of data collected. Review questionnaires/responses to ensure adherence to project guidelines and quality standards. Identify gaps, errors, or inconsistencies in data and provide constructive feedback to the Research team. Maintain detailed and accurate records of audits, observations, and corrective actions. Share daily/weekly quality reports with key stakeholders, highlighting trends and areas for improvement. Work closely with Training and Operations teams to support coaching initiatives based on audit findings. Participate in calibration sessions to align QA standards across projects and teams. Suggest and implement process improvements to enhance overall data quality and operational efficiency. Ensure compliance with company policies, client requirements, and industry regulations. NOTE- This role will require outbound calling to survey respondants Key Requirements: MBA in any discipline (preferred: Market Research, Business Administration, Communications). 01 years of experience in Quality Assurance within Market Research, BPO, or similar environment. Strong attention to detail and excellent analytical skills. Good listening and communication skills in English (other regional languages are an advantage). Ability to work independently and manage multiple tasks simultaneously. Familiarity with CRM systems, QA tools, and MS Office (especially Excel and PowerPoint). Understanding of market research methodologies and call centre operations will be a plus. Preferred Skills: Experience in call auditing or monitoring in a market research setting. Strong documentation and reporting skills. Ability to provide constructive feedback and drive quality improvement initiatives. Contact Details- Contact Person- Neha Chaudhary Contact Details- 7983439427 email ID- neha.chaudhary@1lattice.com

Job Track Description: Assists others in achieving goals. Broad technical expertise and industry knowledge. Ability to manage hiring and termination actions and training for multiple employees. Manages performance appraisals and pay reviews for team members. Accountable for functional, operational, and program management. General Profile. Supervises daily tasks of the business, technical support and production teams Responsible for team results Works within established precedents and practices. Evaluates and organizes information to solve for problems and challenges Ability to work without supervision. Functional Knowledge Comprehensive understanding of processes, procedures, systems, and concepts. Business Expertise Ability to coordinate team efforts to achieve overall company and client goals. Impact Directly impacts the quality of services provided Supports and trains team members to impact end user experiences Leadership Provides supervision including coaching and quality checks to support associate progress Problem Solving Solves problems and evaluates possible solutions using past technical experience. Interpersonal Skills Strong communication skills to share ideas and information. Responsibility Statements Delivers quality, productivity, and compliance KPI reports. Coaches and gives feedback to team members to enhance performance. Shares processes and business updates with the team. Supervises the team to identify coaching opportunities. Recommends training interventions when necessary. Outlines best practices for associate growth and improvement. Performs other duties as assigned. Complies with all policies and standards.

Job Track Description: Assists others in achieving goals. Broad technical expertise and industry knowledge. Ability to manage hiring and termination actions and training for multiple employees. Manages performance appraisals and pay reviews for team members. Accountable for functional, operational, and program management. General Profile. Supervises daily tasks of the business, technical support and production teams Responsible for team results Works within established precedents and practices. Evaluates and organizes information to solve for problems and challenges Ability to work without supervision. Functional Knowledge Comprehensive understanding of processes, procedures, systems, and concepts. Business Expertise Ability to coordinate team efforts to achieve overall company and client goals. Impact Directly impacts the quality of services provided Supports and trains team members to impact end user experiences Leadership Provides supervision including coaching and quality checks to support associate progress Problem Solving Solves problems and evaluates possible solutions using past technical experience. Interpersonal Skills Strong communication skills to share ideas and information. Responsibility Statements Delivers quality, productivity, and compliance KPI reports. Coaches and gives feedback to team members to enhance performance. Shares processes and business updates with the team. Supervises the team to identify coaching opportunities. Recommends training interventions when necessary. Outlines best practices for associate growth and improvement. Performs other duties as assigned. Complies with all policies and standards.

Roles and Responsibilities: Responsible for identifying and assessing training needs within an organization, developing training plans, and implementing various training methods to enhance employee skills and performance. Monitor, evaluate, and score outbound and inbound calls against established quality assurance standards. Identify and assess future and current training needs through job analysis and consultation with line managers. Audit calls to gauge call quality and gather actionable insights. Give feedback for the audited calls to drive quality and conversion improvement. Publish reports based on audit findings. Draw an overall or individualized training and development plan that addresses needs and expectations. Prepare and present performance analysis, QA reports, and/or other information on quality performance. Train, onboard, and evaluate new auditors. Monitor employee performance and response to training. Evaluate employee performance to gauge where skills are lacking. Develop training manuals that target tangible results. Conduct effective induction and orientation sessions. Monitor and evaluate the training programs effectiveness, success, and ROI periodically and report on them. Collaborate with various departments to ensure employees receive the necessary training and design training documents. Able to manage team 8-10 auditors. Skills Required: Excellent communication and leadership skills. MS Office proficiency Strong writing and record-keeping ability for reports and training manuals. Proven work experience as a sales trainer and auditor. Ability to plan, multi-task, and manage time effectively.

Responsible for day to day achievement of quality targets by implementing stringent Assembly quality control activities Monitor critical quality metrics and parameters required to meet profitability and customer satisfaction targets Execute activities that translate to reduction of COPQ(Cost of Poor Quality) value within Assembly part of the value chain Ensure the highest quality output that meets customers expectation in the most cost effective manner, through Assembly quality control activities along with action planning for identified gaps Plan and execute of Inspection activities as per DRO Schedule Prepare document, cutting report, test chart reports, mc file updation in system of every machines and provide clearance for locking and FG Ensure final checking of TC MC series machines deliver to customer zero defect Provide COP training (Axis calibration, geometry checking for customer, test component.) for inspectors Execute mechanical functional inspection ,final inspection checking procedure training to Inspectors. Provide training to prepare machine document, CT report, test chart reports Conduct Geometry, laser calibration and cutting test to facilitate customer inspection involved TC MC series machines. Ensure daily stage wise Inspection at assembly, and resolve issues identified through supporting departments (Min, R D, SCM and Shop QA) Update the quality plan and check list for the requirement based by customer complaints, quality improvement required areas Resolve the chronic customer complaints through CFT and customer complaints within 30 days for Mfg. complaints in TC MCseries Ensure Validation of New product TC MC machines as per SOP Execute Standard cutting in Special execution machines as per the standard test parameters requirements of the machine. Execute the consolidation of TC MC Series and initiate Necessary Corrective and preventive action with co ordination of respective functions Ensure identification and addressing any Assembly quality issues or defects, by working with the operators Ensure maintenance of accurate and up-to-date records of quality control activities and results Analyse customer complaints and initiate action in coordination with CFT Ensure verification of the documents / records of Final machine clearance Review of Quality system in Assembly Work towards on time Closure of Customer complaints with action in DEMS module, by working with the operators Track suitable targets and KPIs for the team to ensure effective performance and delivery Oversee the workflow and work assignments of the team to ensure effective collaboration among teams, team members and consistent, quality work Collect quality data and identify trends and areas for improvement for action planning to fill the gaps Prepare reports on quality control activities and results to the stakeholders, and advice on appropriate action to solve issues Suggest and use the latest technologies and tools for Assembly quality control measurement Drive continuous learning and skilling of operators on soft and hard skills essential for the section Track performance measures of the operators and individuals to consistently provide feedback and improve performance Train operator / technician to improve their skill set and ensure defect free products

About the Role: As a Quality Auditor you will be responsible for evaluating, monitoring, and assessing the performance of Assissted Growth (Telesales) representatives to ensure adherence to company standards, policies, and customer service protocols. The role involves conducting regular audits of recorded calls/chats, reviewing sales processes, identifying areas for improvement, and providing constructive feedback to help optimize sales effectiveness, compliance, and customer satisfaction. Role Responsibilities: 1. Review and audit recorded calls/ chats to ensure adherence/compliance with established internal control procedures by examining centres, reports, operating practices, and documentation 2. Deliver detailed and actionable feedback to telesales agents, highlighting strengths and areas for improvement. 3. Communicate the audit findings by preparing a final report; identify and promote continuous improvement opportunities in training, process, policies and facilities 4. Enforce adherence to requirements; advising management on needed actions 5. Prepare special audit and control reports by collecting, analysing, and summarising operating information and trends 6. Contribute to team effort by accomplishing related results as needed 7. Maintain focus on data integrity, customer safety and producing work of the highest quality 8. Identify barriers to customer success wherever they originate (tools, training, etc) 9. Become an "expert" on support processes and make recommendations towards next steps based on customer experience 10. Collaborate with training teams to identify training needs based on audit results. 11. Work closely with team leaders, supervisors, and managers to ensure alignment on performance expectations and the implementation of corrective actions when necessary. Qualifications: 1. Any Bachelor's degree 2. At least 1-2 years of prior experience in telesales, customer service, or a related field. 3. 1-2 years of prior experience in quality management roles 4. Six Sigma Certification is an added advantage Skills: 1. Basic proficiency in productivity tools (email, calendar), Microsoft Suite (excel, PowerPoint), Google sheets, Google docs 2. Proficiency in Hindi and Regional language is an added advantage 3. Self motivated, ability to prioritize and manage multiple tasks effectively while meeting deadlines.and reliable to meet deadlines 4. Proven ability to work in a fast-paced team setting 5. Strong problem-solving and data analysis skills to assess trends and performance metrics 6. Ability to work cross functionally with other departments Working Conditions: The role is based in the office The workweek is Monday to Saturday

NTT Data Services is Hiring! Position's Overview At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company"™s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring, the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. NTT DATA, Inc. currently seeks an "Training Senior Associate" to join our team in "Chennai". Client's business problem to solve Our Clients are Leading Health Plans in US providing services in Florida state , NTT are getting into contract with Client to manage End to End Claims Administration services. Our NTT Business Process Outsourcing (BPO) team has implemented the processes and technologies for our clients bring about real transformation for customers of all sizes. Our end-to-end administrative services help streamline operations, improve productivity, and strengthen cash flow to help our customers stay competitive and improve member satisfaction. Position's General Duties and Tasks In these roles you will be responsible for Responsibilities Deliver monthly Language, Voice and Accent classroom/virtual training, support business through daily call monitoring and floor activity by working closing with the team and business requestors. Reporting and tracking training effectiveness Interviewing new hires Regular and continuous touch base with floor and trainees to map improvement through coaching, feedback and communication-based projects for this role include Key Skills: Communication Skills: Voice and Accent Training Delivery, Excellent communication skills, Excellent Facilitation/training skills Skills: Coaching and Feedback Skills: Proficient in MS Excel and MS PPT Skills: Content Development Preferences: - Optional (nice-to-have"™s) Skills: Instructional Design Skills (a good-to-have skill) Required schedule availability for this position is Monday-Friday (2:00pm/6:00 pm to 12:00am/3:00 am IST). The shift timings cannot be changed. Additionally, resources may have to work on weekends basis business requirement.

Education Qualifications & Experience: Bachelor's degree in any field, Data or Business Analytics or a related field (preferred) 5+ years of experience in international call Centre quality assurance, Good to have experience with at least 2 years working with speech analytics or AI-driven monitoring tools Key Responsibilities: Recognize agent or process opportunities from operation's meetings, calibration, call scores, dashboards, KPI targets, quality reports, and AI-based tool reporting Build queries on an AI tool for capturing opportunities, failures, gaps, improving scorecards, for specific business requirements, improving sales, and on requests from Operations or Quality teams. Schedule reporting from the AI tool to all the stakeholders Perform a daily system test of the speech analytics tool, report the identified issues to the vendor, and if necessary, to the internal stake holders Update the news article on the tool requested by Marketing, Operations, and Quality teams. Identify the need for coaching on specific topics/campaigns/procedures to build news articles and publish on the tool Add and update activities on the AI tool for any survey, poll, rewards, or KPI and review the result in reports and dashboards Coordinate with Operations, Quality and Leadership to discuss the modification, addition, or deletion in scorecards Review the accuracy of scorecards timely. Take input from Operations and Quality to improve scores Monitor manual scoring by QAs and QA reports on the AI tool. Point out inaccuracies, give feedback, refreshers, and prepare Job aids to keep everyone in agreement with the process Prepare detailed AI-driven reports highlighting agent performance, sentiment trends, and compliance adherence, process KPIs, and custom KPIs Monitor AI-generated predictive analytics to anticipate potential performance risks and proactively implement solutions Skills and Qualifications: Strong experience with speech analytics and AI-based quality monitoring tools (e.g., NICE Nexidia, Verint, CallMiner, Observe.AI, or similar) Analytical mindset with the ability to interpret AI-generated insights and translate them into actionable strategies Advanced knowledge of call center KPIs, compliance frameworks, and quality assurance methodologies Proficiency in reporting tools, dashboards, and data visualization platforms (Excel, Power BI, Tableau, PPT etc.) Excellent communication skills, both written and verbal. Spanish is a plus, not required Ability to collaborate with different teams to effectively leverage AI tools for process improvement

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. Walk-in -- Monday to Saturday (10 am to 6pm) Contact person and details: Balaji.A 8807755992 (Directly whatsapp Your Resume with subject as Position you Looking for ) Venue and location IMARQUE SOLUTIONS PRIVATE LIMITED(BPO) MaanSarovar Tower, 271A, Scheme Rd, Teynampet, Chennai, Tamil Nadu 600018 Landmark: Near Anna Arivalayam Email: Balaji.a@imarque.co.in

Job Description : 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 Requirement : 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 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 Quality & Process Orientation Strong analytical and decision-making skill Strong customer-facing and communication skills Problem Solving Skills

JD for quality executive. The Call Quality Monitoring Specialist is responsible for evaluating customer interactions to ensure adherence to company standards and regulatory requirements. This role focuses on enhancing service quality, providing actionable feedback to agents, and collaborating with management to drive continuous improvement in customer satisfaction and operational efficiency. Key Responsibilities : Monitor and Evaluate Calls: Listen to and assess inbound and outbound calls to ensure compliance with quality standards and protocols. 1. Provide Constructive Feedback: Offer actionable insights and coaching to agents to improve performance and customer service skills. 2. Conduct Call Audits: Regularly audit call recordings and documentation to identify trends, training needs, and areas for process improvement. 3. Collaborate with Management: Work closely with team leaders and supervisors to develop and implement quality improvement strategies and training programs. 4. Maintain Records: Keep detailed records of evaluations, feedback sessions, and performance metrics. 5. Participate in Calibration Sessions: Engage in regular calibration meetings to ensure consistency in quality assessments across the team Key Performance Indicators (KPIs) 1. First Call Resolution (FCR): Percentage of issues resolved during the first customer interaction. 2. Adherence to Scripts and Protocols: Ensuring agents follow established guidelines during calls. Experience: Minimum of 2 years in a call center quality assurance role, preferably within a BPO environment

Domestic Process Call Monitoring Rotational Shifts 5 days working

? Do 1. Lead end to end VLSI components & hardware systems a. Design, analyze, develop, modify and evaluate the VLSI components and hardware systems b. Determine architecture and logic design verification through software developed for component and system simulation c. Analyze designs to establish operating data, conducts experimental tests and evaluates results to enable prototype and production VLSI solutions d. Conduct system evaluations and make appropriate recommendations to modify designs or repair equipment as needed e. Allocates modules for testing and verification and reviews data and project documentation f. Provides guidance on technical escalations and review regression testing data g. Prepares documentation containing information such as test case and product scripts for IP and publishes it to the client for feedback and review h. Ensures all project documentation is complete and uploaded as per technical specifications required by the client 2. Provide customer support & governance of VLSI components & hardware systems a. Identify and recommend system improvements to improve technical performance b. Inspect VLSI components & hardware systems to ensure compliance with all applicable regulations and safety standards c. Be the first point of contact to provide technical support to client and help debug specific, difficult in-service engineering problems d. Evaluate operational systems, prototypes and proposals and recommend repair or design modifications based on factors such as environment, service, cost, and system capabilities