Call Quality Analyst

You will be responsible for ensuring communication quality, process compliance, and data accuracy through telephonic audits and verifications. Your key responsibilities will include: - Auditing live or recorded calls to assess quality, compliance, and adherence to standard procedures. - Conducting telephonic verifications with customers, clients, vendors, or internal teams to validate data and feedback. - Identifying errors, highlighting gaps, and suggesting improvements to optimize call performance and customer interaction. - Documenting audit findings and generating detailed reports with actionable insights. - Collaborating with internal teams (operations, training, compliance) to maintain and improve service standards. - Sharing regular feedback with relevant stakeholders and contributing to process enhancement initiatives. To qualify for this role, you should have: - Minimum 1 year of experience in tele-auditing, quality assurance, BPO/call centre audit roles, or similar functions. - Excellent verbal communication and listening skills in English and Hindi (knowledge of additional regional languages is a plus). - Strong analytical skills and a keen eye for detail. - Proficiency in MS Excel, call evaluation tools, and report writing. - Ability to work independently, maintain confidentiality, and meet deadlines. The company provides benefits such as health insurance and provident fund. The work schedule is day shift from Monday to Friday. The job is full-time and permanent. You must be able to reliably commute or plan to relocate to Gurugram, Haryana before starting work. Application Questions: - Do you have experience in Call quality analyst If yes, how many years - What are your current and expected CTC - What is your notice period (in days) - Are you okay with the budget for the role being up to 3 LPA (Note: Work location is in person),