499 Call Quality Jobs

Role & responsibilities Managing a team of quality auditors. Conduct quality audits, call audits, and call monitoring to ensure adherence to quality standards. Perform Pareto analysis and CSAT calculations to identify areas for improvement. Utilize QC tools such as 7QC, TNI, and other quality management tools. Develop and implement quality improvement initiatives using techniques like Six Sigma Quality and Lean Methodologies. Collaborate with team members to resolve customer complaints and improve overall call calibration processes. Proficiency in quality monitoring tools and software. Ability to work in a fast-paced environment and manage multiple priorities. Proficient in MS Office Suite (Word, Excel, PowerPoint) Attention to detail and a commitment to quality. Problem-solving and critical-thinking abilities. Share your resume on what's app - 7990751875 or email - saad.dangiwala@isonxperiences.com

The Quality Analyst is responsible for monitoring and improving the quality of products or services by identifying defects, ensuring compliance with standards, and recommending process improvements. Required Candidate profile Overall minimum 4year experince required, Graduation mandatory Key Skills - QA, Call monitoring, call audit,

Role & responsibilities Managing a team of quality auditors. Conduct quality audits, call audits, and call monitoring to ensure adherence to quality standards. Perform Pareto analysis and CSAT calculations to identify areas for improvement. Utilize QC tools such as 7QC, TNI, and other quality management tools. Develop and implement quality improvement initiatives using techniques like Six Sigma Quality and Lean Methodologies. Collaborate with team members to resolve customer complaints and improve overall call calibration processes. Proficiency in quality monitoring tools and software. Ability to work in a fast-paced environment and manage multiple priorities. Proficient in MS Office Suite (Word, Excel, PowerPoint) Attention to detail and a commitment to quality. Problem-solving and critical-thinking abilities. Share your resume on what's app - 8076170239 or email - sanjeev.dedha@isonxperiences.com

Interested Candidates can directly come for the f2f Interview at the given address- Unit no508,5th floor,Welldone Techpark Gurgaon,Haryana Or you can watsapp your resume at 9910689164 Roles and Responsibilities Conduct quality audits to ensure compliance with industry standards and company policies. Monitor calls to identify areas of improvement in customer service, sales techniques, and product knowledge. Perform call monitoring and analysis to provide feedback to agents on their performance. Develop and implement effective quality control processes to maintain high-quality services. Collaborate with team members to resolve issues and improve overall process efficiency.

Min 2yr BPO Quality Manager Exp on the paper, AM/DM cannot apply Manage BPO Quality Team Call Callibration, Audit, Score , CSAT Call/whatsapp CV Amit 8851792136, Neha 8287267407 Required Candidate profile Work from Office-Hyderabad only not visakhapatnam neither Bangalore.Apply those who can relocate in Hyderabad Call/whatsapp CV Amit 8851792136, Neha 8287267407 Must Knows-English and Telugu

- Responsible for audit call reports and identify errors. - Capable of identifying gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls. Required Candidate profile -Should have Excellent Writing Skills -Call Monitoring / Call Barging / Give Feedbacks to the Agents - Customer service or sales experience would be a plus

Send resume: Raveena@wissenpro.com | Call: 70320 46318 Role: Manager Quality / Training & Quality Manager Role and Key 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 analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency Analyse 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) 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

Position Title: Quality Analyst Banking/BFSI Contact Centre Location: Turbhe, Navi Mumbai Role Overview: We are hiring a Quality Analyst with hands-on experience in auditing banking/BFSI sales or service calls . The role involves monitoring interactions, ensuring compliance, and driving improvements in service quality and customer satisfaction. Key Responsibilities: Audit sales/service calls, chats, and emails to ensure compliance and quality standards. Evaluate agent performance using quality metrics and provide feedback. Prepare reports highlighting trends, gaps, and improvement areas. Collaborate with managers/trainers to implement corrective actions. Support process improvement initiatives to enhance customer experience. Requirements: Minimum 3+ years of QA experience in a Banking/BFSI contact centre. Strong analytical and reporting skills. Attention to detail with good verbal & written communication. Knowledge of banking products, compliance, and CRM tools.

Role & responsibilities Need to work on assigned base (Due/Grace/Lapse) in terms of calling & visits Develop product knowledge of the assigned base Customer calling & convincing clients to make premium payment from the assigned base For manual collection, deposition to be done within defined timelines BRE to call customers in Not Interested bucket and convince customer to pay premium. BRE to visit the Non contactable customers registered address in Due, Grace & Lapse buckets. BRE to gather new/alternate contact number for the customer and update in the report. Payment reminder call is to be made to the policy holder in Due, Grace and Lapse buckets The calling attempts will be subject to customer interaction and feedback and will directly impact the next call date Preferred candidate profile Life Insurance with 1 - 2 years experience

- Responsible for audit call reports and identify errors. - Capable of identifying gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls. Required Candidate profile -Should have Excellent Writing Skills -Call Monitoring / Call Barging / Give Feedbacks to the Agents - Customer service or sales experience would be a plus

- Responsible for audit call reports and identify errors. - Capable of identifying gaps and conduct feedback and refresher sessions with agents to improve sales and quality of calls. Required Candidate profile -Should have Excellent Writing Skills -Call Monitoring / Call Barging / Give Feedbacks to the Agents - Customer service or sales experience would be a plus

Min 2yr BPO Quality Manager Exp on the paper, AM/DM cannot apply Manage BPO Quality Team Call Callibration, Audit, Score , CSAT Call/whatsapp CV Amit 8851792136, Neha 8287267407 Required Candidate profile Work from Office-Hyderabad only not visakhapatnam neither Bangalore.Apply those who can relocate in Hyderabad Call/whatsapp CV Amit 8851792136, Neha 8287267407 Must Knows-English and Telugu

French Quality Analyst- Work From Home Assess and deliver feedback using the quality audit scorecard assessment tool French Call Quality audit & call calliberation Quality audit and Feedback French- MUST Shifts- 5:30 pm -2:30 am

As Service Associate -Payroll, you will be supporting the end-to-end payroll related activities while ensuring you are in adherence to the policies and processes. Your primary responsibilities include: Process any payroll data in accordance with legal, IBM and the customer requirements related to personal data protection Ensure the timeliness of payroll processing (sending inputs to payroll services providers, approving payrolls) Ensure the timeliness of payroll payments processing (requesting uploads and payments releases, uploading payroll payments into the bank system, monitoring the rejected payments) Carry out the validation of payroll inputs and the reconciliation of output files and properly handle any discovered errors/discrepancies Monitor execution of compliance activities if required Perform any activities related to electronic payslips handling Communicate any risks to payroll process or deadlines in accordance with escalation paths Interact with employees, client, payroll stakeholders or third party providers to process payroll data and ensure the correct and timely pay Report the status of payroll cycle in a timely and accurate manner Support year end processes or any other country specific processes not related to monthly payroll cycle Initiate and actively supporting any continuous improvement activities or other process and/or tools improvements using the existing change management channels Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise 2-3 years experience in payroll operations for any International IT / ITES Company Good communication skills in English both oral & written Strong knowledge of MS Excel and MS Word Ability to pre-empt potential issues and reprioritize work to meet ever changing needs of customers both internal and external; proactively follows up with key customers on resolution and action plans Ability to think through complex issues and situations and develop robust, well thought out solutions which meet the need of the business Effectively Works with Others - Works well with internal customers and external suppliers and can positively influence others in problem solving and work process improvements Excellent Customer Service skills ability to communicate to all people at all levels within the organization. Must have the ability to resolve difficult customer service issues High degree of numeracy skills with meticulous attention to details Team work the ability to work well within the team is key to this role Preferred technical and professional experience Ambitious individual who can work under their own direction towards agreed targets/goals. Ability to work under tight timelines and have been part of change management initiatives. Proven interpersonal skills while contributing to team effort by accomplishing related results as needed Enhance technical skills by attending educational workshops, reviewing publications etc.

Quality Analyst – Domestic BPO Location: Mohali Experience: 1+ year as QA in BPO (Documented experience) Inbound/Outbound Sales experience Qualification: Graduate Salary: Up to 4 LPA 6 Days working Good Communication Skills required. Required Candidate profile Apply Now: hr.skyway603@gmail.com Contact: 7696495267 -Bhumika Gupta

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 projects for the campaign/LOB Identify and escalate any potential quality issues per defined process Isolate and report defects; verify defect fixes Suggest process/system improvements based on common customer concerns Accomplish other responsibilities assigned by management Drive quality initiatives, contests and campaigns for the assigned span Be updated on knowledge and serve as SME for the campaign/LOB Technical skills and qualifications: Basic understanding of Types of companies, Promoter Holdings & adherence to government regulations Must have worked in customer service (Voice & Back Office experience preferred) At least one-year of work experience as a Quality Analyst (preferred) Basic skills in Excel or Google Sheets Problem-solving skills Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred) Soft skills: Proficiency in English language - C1/C2 preferred Has strong customer centricity Can assertively provide constructive feedback Has good written and verbal communication skills Thinks logically Can manage conflicts Pays strong attention to detail Can work with minimal supervision Demonstrates initiative and good judgment Can work on multiple projects and is versatile Can establish and maintain effective working relations with a wide variety of individuals Can work with a diverse team Has a Continuous Improvement mindset Personality traits required: Demonstrates clear thought process Articulates clearly Exercises conscientiousness and diligence Demonstrates assertiveness

2–4 years of experience in a contact center as a QA, Trainer Monitor and evaluate inbound and outbound calls, chats, emails to assess agent performance against quality benchmarks. Provide detailed feedback and coaching to agents Excellent comm skills

Join TETR as Sr Quality Analyst Location: Gurgaon Experience: 2-3 years Position: Full-Time Ths Tetr Story: Tetr College of Business is a new-age B-schoolwhere students study in 7 different countries across eight semesters, gaining firsthand experience of various business environments and cultures. Founded by Pratham Mittal, a Wharton alumniand previous founder of Masters Union and Outgrow, our program uniquely combines global exposure with experiential learning. Every year our students study at leading partner universities, including NUS Singapore and FITT-IIT Delhi. Students build 7 different ventures in 7 up and coming sectors in different locations across the world like Dubai, India, United States, Ghana, Singapore, Argentina, and Europe and they get graded on actual business outcomes, ensuring practical experience and readiness for the real world. Students learn directly from distinguished faculty and global industry leaders, including: Viney Sawhney (Harvard University) Dr. Edward Rogers (Former ChiefKnowledge Officer, NASA) Manoj Kohli (Former Country Head, SoftBank) The Role: We are seeking a detail-oriented and performance-driven Senior Quality Analyst to join our Learning and Development team. The idealcandidate will have 23 years of hands-on experience in monitoring and evaluating sales calls (voice and video), identifying gaps in performance, and delivering constructive feedback and coaching to sales representatives. You willplay a crucial role in improving callquality standards, enhancing customer experience, and enabling the sales team to meet their performance goals. Key Responsibilities: *Monitor and evaluate recorded and live voice/video sales calls to assess quality against predefined parameters. *Identify compliance issues, communication gaps, and deviations from sales scripts or best practices. *Provide clear, actionable feedback and coaching to sales representatives to improve performance. *Generate detailed QA reports, highlight trends, and recommend improvements to training or processes. *Collaborate closely with Sales, Trainers, and Operations teams to ensure consistency in quality standards. *Maintain documentation of evaluations, feedback sessions, and improvement action plans. *Provide Coaching to sales representatives (Experience in Higher Education , Ed-tech , Study abroad) Preferred . Requirements : *23 years of experience in callquality evaluation, preferably in a sales-driven or customer-facing environment. *Proficiency in listening to and assessing voice/video sales interactions using standardized scorecards or QA tools. *Strong analytical, communication, and coaching skills. *Proficient in MS Office tools, especially Exceland PowerPoint (for reporting and presentations). *Detail-oriented with the ability to identify patterns and provide insightfulrecommendations for performance improvement. *Ability to work independently and manage time effectively across multiple tasks. *Familiarity with CRM systems, QA tools, or speech analytics platforms is a plus. What We Offer: *A dynamic work environment with opportunities to influence sales performance and customer experience *Acollaborative teamfocused on continuous improvement *Access to professionaldevelopment resources and tools

Design quality monitoring frameworks, standards, and procedures. Analyze quality data to pinpoint recurring issues, process gaps, and training needs. Participate in calibration sessions to ensure consistent Create regular reports on quality metric

BUSINESS TRANSFORMATION CONSULTANT-TALENT DEVELOPMENT OPTIMIZATION PROCESSES As Service Associate -Payroll,you will be supporting the end-to-end payroll related activities while ensuring you are in adherence to the policies and processes. Your primary responsibilities include: Process any payroll data in accordance with legal, IBM and the customer requirements related to personal data protection Ensure the timeliness of payroll processing (sending inputs to payroll services providers, approving payrolls) Ensure the timeliness of payroll payments processing (requesting uploads and payments releases, uploading payroll payments into the bank system, monitoring the rejected payments) Carry out the validation of payroll inputs and the reconciliation of output files and properly handle any discovered errors/discrepancies Monitor execution of compliance activities if required Perform any activities related to electronic payslips handling Communicate any risks to payroll process or deadlines in accordance with escalation paths Interact with employees, client, payroll stakeholders or third party providers to process payroll data and ensure the correct and timely pay Report the status of payroll cycle in a timely and accurate manner Support year end processes or any other country specific processes not related to monthly payroll cycle Initiate and actively supporting any continuous improvement activities or other process and/or tools improvements using the existing change management channels Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise 2-3 years experience in payroll operations for any International IT / ITES Company Good communication skills in English both oral & written Strong knowledge of MS Excel and MS Word Ability to pre-empt potential issues and reprioritize work to meet ever changing needs of customers both internal and external; proactively follows up with key customers on resolution and action plans Ability to think through complex issues and situations and develop robust, well thought out solutions which meet the need of the business Effectively Works with Others - Works well with internal customers and external suppliers and can positively influence others in problem solving and work process improvements Excellent Customer Service skills ability to communicate to all people at all levels within the organization. Must have the ability to resolve difficult customer service issues High degree of numeracy skills with meticulous attention to details Team work the ability to work well within the team is key to this role Preferred technical and professional experience Ambitious individual who can work under their own direction towards agreed targets/goals. Ability to work under tight timelines and have been part of change management initiatives. Proven interpersonal skills while contributing to team effort by accomplishing related results as needed Enhance technical skills by attending educational workshops, reviewing publications etc.

Roles and Responsibilities : Conduct phone call assessments for language, product and process for the sales agents. Conduct one on one and documented feedback sessions with the sales agents. Create action plans for sales agents based on the assessments. Conduct training classes on the process to ensure sales agents follow the company requirements while on a call. Prior experience in conducting RCAs for customer escalations. Coordinate and conduct meetings with the Quality team Conduct training for the Quality team to ensure the team is on the same page. Conduct calibrations for the Quality team to ensure minimal variation in Quality scores Projects handled as part of the Quality Team Process Work flow and Quality Check Manual Charted out the workflow to define each step of the process and created quality checks to ensure accurate documentation of the sales agents. Call Scripts Created call scripts for sales agents based on the best practise methods to ensure the information provided to the customers are accurate and per the company standards. Quality Form Design Created the quality form to capture the assessments of the Quality analysts. Customer Satisfaction Improvement Increased RCA’s on DSAT rated services to narrow down the areas that required improvement from the sales agents. Insights shared with the training teams to ensure all agents are aware and updated on the requirements to avoid unhappy customers.. Interdepartmental Calibrations Coordinate and schedule product and process calibrations with the Sales and Quality Teams. Calibration reports were used to ensure all teams were on equal understanding about the product and the process. Why is this a great opportunity for the right candidate : Experienced founding team Great set of peers to work with Right to win - The founding team knows the business & its secrets inside out. We are starting with a significant head start and a precise plan of action Barriers to entry - This is a specialized play with natural barriers to entry, allowing for significant value creation for all equity holders Backed by marquee global investors Exposure to all aspects of company building - exposure to investors, fund-raising, decision making, building the team & culture All of the above perks of joining a high potential company very early, along with a competitive market salary Let’s Chat ! We are now building our leadership team and would love to chat with you This is a great time to join the rocketship and participate in the upside - You will have super interesting & challenging problems to solve In a super fast-paced environment that will challenge you With enough resources to play offense And mentorship from the founding team

Hiring for a Quality Analyst (technical Voice support) Skills - Hands-on exp in Service Desk domain and auditing calls Minimum 2 years exp as a QA CTC - Up to 6LPA Location - Pune Graduates only US Shifts Immediate joiners DM - 8529546798 (Divisha)

Hiring for Quality Analyst Designation: Quality Analyst Shifts : Night Shifts Exp : Minimum 2 years of experience required Budget : 6.5 LPA (including 10% variable pay) Location- Ambattur, Chennai Please call Hemant 9715166618 for more info. Responsibilities for Quality Analyst Conduct regular evaluations of technical support interactions, to assess adherence to quality standards and service level agreements (SLAs). Identify trends, patterns, and recurring issues in customer interactions, and provide actionable insights to management for process improvements and training initiatives. Develop and implement quality assurance (QA) processes, guidelines, and evaluation criteria to ensure consistency and accuracy in technical support delivery. Collaborate with team leads, trainers, and subject matter experts to design and deliver targeted coaching and training sessions based on identified areas of improvement. Generate comprehensive reports and analytics on quality metrics, defect trends, and performance indicators to track progress and measure the effectiveness of quality improvement efforts. Act as a subject matter expert on technical support processes, systems, and product knowledge, providing guidance and assistance to support representatives as needed. Participate in cross-functional meetings and initiatives to represent the quality perspective and advocate for customer-centric solutions. Stay updated on industry best practices, emerging technologies, and advancements in technical support methodologies to continuously enhance the quality-of-service delivery. Qualifications for Quality Analyst Bachelors degree in computer science, Information Technology, or related field preferred. Proven experience in technical support or customer service roles, with a focus on troubleshooting network-related issues. Strong analytical skills and attention to detail, with the ability to assess complex technical scenarios and identify root causes of customer concerns. Excellent communication skills, both verbal and written, with the ability to articulate technical concepts clearly and effectively to diverse audiences. Proficiency in using quality monitoring tools / MS ofice Demonstrated ability to work collaboratively in a team-oriented environment, fostering positive relationships and driving results through influence and persuasion. Flexibility to adapt to changing priorities and business needs in a fast- paced, dynamic environment. Immediate joining required Please call Hemant 9715166618 for more info. Thanks, Hemant 9715166618

Greetings !! Hope you all are doing well ! Hiring For Quality Analyst Service Desk Role at Pune & Bangalore Location Candidates residing in Pune or Bangalore or open for relocation post Selection can apply for same. *Kindly note this a work from office role. *1 Year International Call Quality analyst Experience is mandatory. Minimum 2 years of relevant experience (i.e L1 helpdesk / tech support process) including at least one year as a quality auditor Profile - Quality Analyst (Voice) Qualification :- * Graduates Willingness to work in rotational shifts Working days -5 Salary - Upto Rs 6 LPA For Pune Location Salary - Upto Rs 7 LPA For Bnagalore Location Technical Skills - General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc. Awareness of the concepts of computer and mobile hardware (Specific to L1) Ability/having experience on reporting including on tools like Avaya/Cisco Desired/Preferred skills - Yellow Belt \ Green Belt certified. Experience in successfully completing six sigma projects in a similar environment Experienced in process excellence, operational excellence and transactional quality Willingness to work on multiple projects and also periodically set and achieve stretch goals General Skills - Exceptional verbal and written communications Strong decision making and analytical ability Able to negotiate, good presentation skills and Client Interfacing Schedule your interview directly kindly call or drop your resume on the given numbers including your current location . HR Siya --7565006262 HR Divya -- 9821182650 HR Areesha --9628373763 Thanks and Regards HR Divya KVC CONSULTANTS LTD NO PLACEMENT CHARGES ## DIRECT INTERVIEW ## IMMEDIATE JOINING

Your Role We are seeking for Customer Service Executives (International ) to join our team. The successful candidate will be responsible for delivering exceptional customer support, handling international client queries, resolving issues effeciently, and ensuring customer satisfaction through effective communication and problem sloving skills. In this role you will play a key role in: Make outbound calls to US-based insurance companies/patients/Helpdesk as per process requirements. Engage customers in meaningful conversations to promote products/services or gather required information. Achieve daily/weekly/monthly Targets and conversion targets. Handle objections professionally and escalate complex issues when necessary. Collaborate with team leads and quality analysts to improve call quality and performance. Ensure compliance with company policies and US calling regulations Your Profile Required Skills & Qualifications: Bachelors degree or equivalent. 2 - 3 years of experience in outbound calling, preferably for US clients. Open to Work from Office Excellent verbal communication and interpersonal skills. Familiarity with CRM tools and call centre software. Ability to work night shifts and adapt to US time zones. Goal-oriented with a positive attitude and strong work ethic. Knowledge of International culture and customer behaviour. What you"ll love about working here You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work. Were committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work. At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.