718 Call Quality Jobs

Conduct call audits, assess agent performance, provide feedback for improvement, and prepare reports. Collaborate with teams for process enhancements, ensure compliance with regulations,and integrate customer feedback to improve service quality.

As a Quality Analyst , you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met. Roles and responsibilities: Audit calls/interactions/transactions for aligned Teammates Coach Teammates for performance improvement (campaign specific) Report performance for an aligned span on a daily/weekly/monthly basis Provide inputs and basis audits for briefings and training which need identification Partner with Team Leaders (TLs) in leading team meetings for metrics improvement Participate in strategic project...

The Role Participates in design of call Performs call monitoring according to monitoring formats & quality standards and provides trend data to the management team. Uses a quality monitoring data management system to compile and track performance at team and individual level. Performs monitors of Inside Sales email responses. Participates in customer listening programs to identify customer needs and expectations. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for staff. Provides feedback to team leaders and managers help them to sync better within the team Prepares and analyzes internal and external quality reports...

Drive high levels of employee engagement (include Daily, weekly, monthly team connects) to enable high retention and satisfaction rates Help manage team work life balance through efforts on leave planning and rostering Communicate effectively within & with team members & escalate issues to the management for timely resolution Continuously manage performance through timely and effective feedback and coaching Partner with Recruiting and Training functions to help improve the quality of incoming talent.

Answer Incoming Customer Calls Handle a high volume of incoming calls professionally and efficiently. Greet customers courteously and listen actively to understand their concerns or queries. Resolve Customer Inquiries and Issues Address questions related to products, services, billing, account information, or order status. Troubleshoot and resolve customer issues during the first call whenever possible (First Call Resolution). Provide Accurate and Timely Information Offer correct information based on company policies, procedures, and product knowledge. Escalate complex issues to the appropriate department or supervisor when necessary. Maintain Detailed Call Records Document customer interact...

: Performing regular transaction monitoring and calibration sessions as agreed. Supporting TLs in setting improvement programs and action plans for CSRs. Working with TLs to ensure up-to-date and accurate information is online and in a user friendly format for users. Reporting quality scoring internally/externally at agreed frequencies (upon requests). Escalating quality deficiencies to Training & Quality Manager. Escalating when there are questions on product or online content. Attending internal local meeting (staff or with other departments). Keeping high level of own expertise, taking initiative to understand. Gathering up-to-date information and integrating feedback into the best practi...

Role & responsibilities Quality Monitoring & Evaluation Calibration & Feedback Governance & Compliance Reporting & Insights Collaboration & Continuous Improvement Preferred candidate profile Education: Graduate in Commerce, Business, or Communication. Experience: 2-6 years in Quality, Training, or Audit roles in customer service, BPO, BFSI, or real estate. Experience with TP Interact and collections process evaluation preferred. Familiarity with CEFR communication assessment frameworks is a plus. Please share your resume to below number 7330616341 - Charlie ( Do not call ) Mention: Looking for QA

Job Title: Quality Analyst Work Location: Oliva Corporate Office, Begumpet, Hyderabad Email for Applications: hr@olivaclinic.com Roles & Responsibilities: Monitor inbound and outbound calls, chats, and emails to assess service quality. Evaluate interactions using scoring sheets and document findings accurately. Ensure compliance with company policies and regulatory requirements. Provide constructive feedback and coaching support to team members for performance improvement. Generate quality reports and share insights with management to drive process enhancements. Required Qualifications: Bachelors degree or equivalent experience in a related field. 1-3 years of experience as a Quality Analyst...

Opening_ Assistant Manager Quality_ Nagpur Minimum 1 -year experience as an Assistant Manager - Quality Voice Experience is mandatory. Overall experience of Minimum of 8+ year in BPO voice program from premium contact centers is required. Should have experience in managing team performance. Telecom and E-Commerce experience would be added advantage Effective monitoring of champions and providing instant feedback on productivity issues wherever required. Complete administrative functions such as maintaining attendance, addressing disciplinary issues etc. Graduates from any stream or Global Equivalent degree Should be willing to work in 24*7 rotational shifts 5 days working, Rotational Week Of...

Handle inbound calls from clients to verify their information.Process and resolve client queries related to US verification.Provide excellent customer service and ensure high call quality. Required Candidate profile Minimum 2 years of experience in international voice process, preferably in US verification. Strong communication and problem-solving skills. Ability to work in a fast-paced environment

What does a TaskUs Quality Analyst really do? Think of yourself as the backbone of the company, the employee that will provide the best customer experience to your clients. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. So come on, now we need your full concentration because its time to imagine what its like being a Quality Analyst at TaskUs. As a Quality Analyst, you will provide world-class service to your clients in an accurate, efficient and respectful manner on every call as measured by different performance metrics. You must always strive for Good Customer Satisfaction and Experience and ensure that a...

Urgent Required US Travel QA Quality Analyst , monitoring Calls, Audit, QC etc Experienced candidates from Travel Domain ONLY Location:- Delhi Ncr/ Gurgaon/ Noida salary upto:-35 to 45k+Unlimited incentives Night Shift Rotational Shift / Rotational Off SHARE CVs - alkasharmahr24@gmail.com OR WhatsApp Alka Sharma 7991129288

: Performing regular transaction monitoring and calibration sessions as agreed. Supporting TLs in setting improvement programs and action plans for CSRs. Working with TLs to ensure up-to-date and accurate information is online and in a user friendly format for users. Reporting quality scoring internally/externally at agreed frequencies (upon requests). Escalating quality deficiencies to Training & Quality Manager. Escalating when there are questions on product or online content. Attending internal local meeting (staff or with other departments). Keeping high level of own expertise, taking initiative to understand. Gathering up-to-date information and integrating feedback into the best practi...

Roles and Responsibilities Conduct call audits to ensure quality standards are met. Perform call monitoring and quality checks to identify areas for improvement. Utilize QC tools such as CSAT, AHT, and feedback mechanisms to measure performance metrics. Provide constructive feedback to team members on their calls for growth and development. Collaborate with the team to resolve issues and improve overall call quality.

Position-Quality Manager Location-Thane and Navi Mumbai(Only Mumbai based candidates are eligible to apply other location profiles won't be considered.) Exp-3+ years . As the Quality Manager , you will ensure that every customer conversation meets our brand standards of empathy, credibility, and professionalism. You will design and execute the quality governance framework for our PreSales operations, combining analytical insights with real-time feedback to build a performance-driven culture. What Youll Do 1. Build Quality Frameworks: Define audit standards and evaluation scorecards for outbound & inbound tele-calling. 2. Call Audits & Insights: Conduct structured audits of customer interacti...

Hiring: Quality Analyst / Quality Coach Call Monitoring & Training Location: ITM Group of Institutions, Nerul, Navi Mumbai Role Overview: Were looking for a Quality Analyst to monitor and evaluate counselors’ calls to ensure high standards of communication, product knowledge, sales effectiveness, and script compliance. The role involves giving constructive feedback, conducting call calibration sessions, and organizing refresher trainings to enhance overall performance and call quality. Key Responsibilities: Monitor and evaluate counselors’ calls on quality parameters Provide feedback and coaching to improve performance Conduct call calibration and product refresher sessions Prepare quality r...

Job Summary: We are seeking enthusiastic and results-driven telecallers to join our dynamic real estate sales team. The primary responsibility is to generate and qualify leads, set up appointments, and provide information about our real estate offerings to potential clients. This role requires excellent communication skills, a proactive attitude, and the ability to handle client inquiries efficiently. Key Responsibilities: Lead Generation: Make outbound calls to potential clients from provided databases and generate interest in real estate projects. Follow up on leads generated through marketing campaigns, referrals, and other channels. Client Communication: Engage with prospective clients t...

Oversee and manage a team of 20 to 25 QA Analysts, ensuring adherence to quality standards and performance metrics. Conduct regular audits to ensure compliance with risk management and quality frameworks. Utilize quality systems and tools to monitor and maintain the quality of transaction processes. Perform root cause analysis to identify and resolve quality issues. Drive process improvement initiatives and implement strategies to enhance quality assurance practices. Prepare and present detailed quality reports and statistics, providing actionable insights to senior management. Develop strategic plans to enhance the overall quality framework and ensure alignment with organizational goals. E-...

The Quality Manager is responsible for monitoring, evaluating, and improving the quality of customer interactions across the call centre. The role ensures that agents deliver excellent customer service, comply with company policies, and meet regulatory and performance standards. • Key Responsibilities • Develop, implement, and maintain a Quality Assurance (QA) framework for the call centre. • Monitor inbound and outbound calls, chats, and emails to ensure service quality, compliance, and adherence to scripts/processes. • Conduct regular audits and provide actionable feedback to agents and team leaders. • Collaborate with training teams to design coaching and development programs based on qua...

Role & responsibilities 2-3 years of experience in Outbound process (1 year as QA Minimum) Versant 5 (relevant knowledge of the Consulting Industry is preferable) Preferred candidate profile Immediate joiners preferred Call Amit Aswal 9560794551

Greetings from Homebazaar.com Who are we? Home Bazaar Services Pvt Ltd is India's leading Property Advisor with an immense history of successful client satisfaction. With 12+ years of expertise, we analyze and cater to the client's requirements and have assisted thoroughly in their property buying journey. With the support of 350+ Property experts, we have been awarded Mumbai's best-winning property service company for the Quarter 2023 -24. With these achievements under our wings, we also have expanded to new horizons, we are currently operational in 9+ metro cities across India. What is our requirement? Role: Quality Audit Job Location : Vashi Experience : 3 Years to 12 Years Responsibiliti...

Interested Candidates can directly come for the F2F Interview at the given address- Unit no-508,5th floor,welldone techpark Sector-48,Gurgaon, Haryana Quality Monitoring & Audit: • Conduct daily audits of agent calls and emails to ensure compliance with quality standards and internal procedures. • Identify process gaps and performance issues, document and report findings. • Develop quality scorecards, audit reports, and performance dashboards. • Collaborate with operations to implement corrective actions and continuous improvement initiatives. Training & Development: • Design and deliver internal training programs for new and existing agents. • Conduct refresher trainings based on audit find...

Quality Analyst Location-Gurgaon Noida Please share your cv at surbhi.malhortra @nlbtech.com Manage and implement quality processes Collaborate with service delivery teams, to implement quality improvement initiatives Ensure process meets and exceeds Quality & Related KPI Conduct error root cause analysis, present findings, and recommendations to the stakeholders Training needs identification, Conduct Training/Audit and Up skill resources Facilitate Quality and Compliance team to perform various audits and follow ups based on the observations highlighted Study the process, identify, and implement process improvement initiatives through projects Support cross location teams Experience and Des...

We are looking for Quality Analyst (QA) to interactions for our E-Commerce process. Responsible for monitor calls, chats, and emails to assess agent performance Strong understanding RCA (Root Cause Analysis), BPO,Sales Drop Your resume on 8076483857

Role & responsibilities 1. Build Quality Frameworks: Define audit standards and evaluation scorecards for outbound & inbound tele-calling. 2. Call Audits & Insights: Conduct structured audits of customer interactions and provide actionable insights to enhance agent performance. 3. Performance Analytics: Develop quality dashboards and trend reports highlighting agent strengths, improvement areas, and compliance metrics. 4. Calibration & Coaching: Conduct weekly calibration sessions with Trainers, Team Leads, and Operations Managers to ensure consistency in scoring and feedback delivery. 5. Compliance & SOP Adherence: Monitor adherence to brand scripts and process guidelines across all teams. ...