499 Call Quality Jobs - Page 19

Quality analyst designation should be on paper at least one year Overall experience in Bpo at least 3year, Excellent communication ,candidates should know the KPI,KRA, 7QC tool, Call auditing and all .Looking immediate joiner ,Its a 24/7 shift, apply

Job Description: The Specialist Quality will be responsible for evaluating and ensuring high-quality customer interactions in an international voice-based contact center. This role focuses on monitoring calls, identifying opportunities for improvement, and ensuring compliance with internal and client-specific standards. The ideal candidate should have hands-on experience with voice quality audits and a strong understanding of international contact center metrics. Key Responsibilities: Conduct call audits to evaluate communication, customer experience, compliance, and process adherence Identify and flag deviations from quality parameters and suggest corrective actions Share constructive feedback with agents to improve call handling and service delivery Track and report quality scores and agent performance data regularly Collaborate with Team Leaders and Trainers to support performance improvement plans Participate in calibration sessions with internal and client teams Maintain quality dashboards, audit logs, and documentation in a timely and accurate manner Stay updated on project-specific KPIs and quality requirements Assist in process improvement initiatives to enhance customer satisfaction and efficiency Qualifications: Education: Bachelor’s degree. Experience: Minimum of 4 years’ experience in a quality assurance role within a contact center environment. At least 1 year of experience as a quality analyst Experience in an international voice contact center is highly desirable. Skills: Strong experience in inbound international contact center operations Deep understanding of international contact center metrics (AHT, CSAT, FCR, Quality %, etc.) Hands-on experience in call monitoring and voice quality audits Proficient in applying the 7 QC tools Good exposure to Six Sigma methodologies Strong analytical and reporting skills, with proficiency in MS Excel and quality tools Excellent communication, coaching, and interpersonal skills Ability to work independently and collaborate across teams Key Competencies: Attention to detail Strategic thinking Customer-focused approach Leadership and motivational skills Adaptability and resilience Effective communication and feedback Analytical thinking Problem-solving orientation Interested folks can please share your update cv to : sunkari.srikanth@sagility.com or whats app your cv on : 9949217482

Hiring QA for US Sales process in Gurugram Candidate must have at least 1.5 years of exp in International Sales call monitoring. For more details call Ruchika @9650997623 Required Candidate profile Excellent Communication skills

Skill required: Finance & Accounting - Accounting & Financial Reporting Standards Designation: Delivery Lead Manager Qualifications: Any Graduation Years of Experience: 13 to 18 years About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security.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. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com What would you do? You will be aligned with our Finance Operations vertical and will be helping us in determining financial outcomes by collecting operational data/reports, whilst conducting analysis and reconciling transactions.General Accounting practicesA set of international accounting standards stating how particular types of transactions and other events should be reported in financial statements. What are we looking for? Ability to establish strong client relationshipInvoice Processing OperationsFinance Processes Roles and Responsibilities: In this role you are required to identify and assess complex problems for area of responsibilityYou will need to create solutions in situations which requires an in-depth analysis/evaluation of variable factorsThis will require alignment to strategic direction set by senior management when establishing near-term goalsYour primary interaction will be with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approachSome latitude in decision-making is involved, you will act independently to determine methods and procedures on new assignmentsYou will need to flag risks to clients and Accenture stakeholders and propose action plans where neededYou will need to have an innovative mindset to identify improvement opportunities to optimize processes, decrease costs and increase client valueDecisions that you make in this role will have a major day to day impact on area of responsibilityYou will be managing medium - large sized teams and/or work efforts at a client or within AccentureYou would require transformation mindset and eye for identifying automation/process improvement opportunities. Qualification Any Graduation

Role & responsibilities Must have experience in QA Collection Preferred candidate profile Must have experience in OTC /B2B Collection Must have experience in qc tools Must have experience in 7 qc Must have experience in Six Sigma Must have experience in Fish Bones Must have experience in Quality Calls Salaries Best in Industries

Leading BPO in Kolkata Hiring for Sr Quality Analyst International Voice Process Must have minimum 1 year experience in Quality in International BPO in Voice process Must have Experience in International BPO BPO Only Graduate 5 Days Working Cabs in ODD Hours Shifts 24*7 Responsibilities: • Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email • Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners) • Participate in calibration and call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practice implementation • Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes • Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies • Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable) • Contribute to maintaining forms and legends documents • Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals Mail your cv at simmi@hiresquad.in or call a 8467054123

Quality Analyst- Zepton Support Job Title - Zepton Support- Quality Analyst Work Location - Bangalore - Hybrid Work Model [Work from Office based on the requirement hybrid - Post joining Training & On the job training is work from office [First 4 weeks] Shifts/Weekly Offs - Rotational shifts [day shifts] & rostered weekly offs [6 Days working] Qualification - Graduation With excellent communication skills [Written and Spoken] Mandate requirements - Must have a dedicated workspace at home to ensure no background noise for customer interactions [Calls/Chats/Mails etc] - Must have Internet speed of minimum of 50 Mbps - Good Quality Headset - Power backup in case there are frequent power failures About Zepto Zepto is a fast-growing startup that delivers groceries in 10 minutes flat through an optimized network of delivery hubs that we're building across the country! We are currently live, with over 200 stores, in Bangalore, Chennai, Delhi, Ghaziabad, Gurgaon, Hyderabad, Kolkata, Mumbai, Noida and Pune. Were incredibly well-funded and our investors include Y Combinator, Nexus Venture Partners, and more! Weve also built out one of the best startup teams in India, with Senior Executives from Uber, Flipkart, Dream11, Pepperfry and institutions like Stanford, INSEAD, IIM, and IIT. About the role We are looking for quality analyst to monitor our outbound rider service operations, In this role you will be: Monitoring the required number of calls and giving accurate feedback Constant updating of core processes Call out process gaps on a day on day basis to improve the rider experience Understanding riders expectations and build in the required changes into the process Should know multiple languages Hindi, English, Marathi or Kannada,Tamil and Telugu etc Exceptional listening and analytical skills Demonstrated ability to create scripts and other written communications What you will need to do Take team huddles everyday and close the gaps 1+ years of relevant experience in quality assurance Working Knowledge of CRM tools like Kapture, Salesforce, Remedy etc. Excellent communication skills written and spoken. Candidates who can speak regional languages in addition to English will be preferred MS office intermediate

JOB DESCRIPTION Position Title - Video Banking Service Manager- Process Team member (AML Alerts) Grade/Level - A1/A2/B1 Vertical - Video Banking Location - Turbhe Business - Digital Bank Department - Relationship Management Job Purpose - Under this role VBSM-Process will be responsible for any alerts being received from AML team on suspicious txns/Notices received from Various sources. Qualification - Graduate Relevant Experience - Minimum 1-3 Years of relevant work Experience Functional Competencies - Excellent spoken & written communication (English, Hindi) Should be quick to identify & action on any fraud identification. Should have fluency of excel Core Job Responsibilities - Be the brand ambassador of AU to the customers and be one point of contact for all banking needs Business & Financial Responsibilities : Ensuring that all alerts are actioned within defined timelines. Complete necessary steps, policies, and procedures within banks guidelines, while conducting EDD on alerts, accurately. Ensuring that SR being raised for Marking debit freeze on suspicious accounts which are tagged under the relevant header to avoid any rework. Maintain compliance with banks regulations & policies. Highlighting any non-compliant activity or suspicious transactions observed during accessing the notices /Alerts assigned. Addressing emails from branch/BO/ other complaint desks promptly. Highlighting trends observed while conducting EDD on alerts on a regular basis. Have thorough knowledge of MS excel to be able to release dashboards on a periodic basis. Coordination with Central AML Team / Compliance/ Risk Team for effectively assessing the cases & timely Closer. Knowledge of bank policies and services offered. Should complete mandatory certifications as per role within 30 days of joining. Behaviour & Activities expected from role: Should ensure dress code and discipline is adhered to as per organisation policy Should have through knowledge of excel for data analysis and dashboards Positive attitude and promptness Willingness to take up any additional team tasks assigned apart from key responsibilities. If interested please share your updated resume on the Mail ID mentioned below: vinay.malgonda@aubank.in

Hiring QA for US Sales process in Gurugram Candidate must have at least 1.5 years of exp in International Sales call monitoring. For more details call Ruchika @9706756724 Required Candidate profile Excellent Communication skills

Required Quality Analyst Only from Travel Industry Location - Gurgaon/ Noida Experience- Min 1 Years Salary upto 45k Night Shift Share CV 7991129288

Team Leader- Call Quality Call Monitoring International BPO Rotational Shifts 5 days working

- Monitor and evaluate voice interactions for quality assurance. - Identify process gaps and provide actionable feedback to agents. - Maintain audit records and prepare quality reports. Required Candidate profile - Minimum 1 year experience as Quality Analyst in International Process. - Excellent communication skills in English. - Graduation (Mandatory) Call @ 8723051470 / 8453399504 / 9387861694 / 6002281943

Rotational Work shift Min. 3 years experience into the same Only male candidate Knowledge of customer service quality metrics Certification in training Experience in a BPO/KPO or customer support environment is highly desirable.

Need Min 1+yrs exp as a Quality Analyst from International Voice Process BPO. Quality Analyst on papers from International Voice process. good communication skills. Must know RCA/QC tools/Audit Process. US Shifts Fluent English Call 8050980644 send relevant CV to ramya.ramya1@teleperformancedibs.com Role: Quality Analyst Industry Type: BPM / BPO Department: Quality Assurance Employment Type: Full Time, Permanent Role Category: Business Process Quality Education any graduation Best Wishes Ramya V

Min 1yr 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 IMMEDIATE JOINER GRADUATE Call/whatsapp CV Amit 8851792136, Neha 8287267407 Must Knows-English

Required Quality Analyst Only from Travel Industry Location - Gurgaon / Noida Salary upto 45k Experience- 1to 5 years in Travel Domain Contact me 7991129288

Job Title: Quality Team Lead International Voice – Bangalore Exp: 5+ Yrs Exp CTC: 6.5 LPA NP: 0 – 30 Days Location: Electronic City, Bangalore Job Code: GO/JC/138/2025 Key Words: “Quality Assurance”, “Quality Analysis”, “Call Audit”, “Call calibration”, “Voice Audit”, CSAT, FCR, AHT, “QA scores”, “Calibration”, “7QC tool”, Job Summary: We are looking for a dedicated and experienced Team Leader – Voice Quality to oversee and ensure the delivery of top-notch voice interactions within our customer service team. The ideal candidate will have a strong background in voice process quality management, with at least 5 years of relevant experience. This role does not require healthcare domain expertise. Key Responsibilities: Lead and manage a team of quality analysts focused exclusively on voice processes. Monitor, evaluate, and improve voice interactions to ensure adherence to quality standards. Develop and implement quality assurance strategies, call evaluation frameworks, and feedback mechanisms. Identify performance gaps and conduct root cause analysis to recommend improvements. Conduct calibration sessions and training interventions to maintain consistency across teams. Prepare and present detailed quality reports and actionable insights to leadership. Stay updated with the latest quality tools and techniques specific to voice-based customer service. Work collaboratively with operations and training teams to drive quality improvements. Required Skills & Qualifications: Minimum 5 years of experience in voice quality assurance, including at least 1–2 years in a leadership role. Strong understanding of QA methodologies specific to voice-based BPO/Contact Center environments. Excellent communication, analytical, and coaching skills. Proven ability to manage performance metrics and quality audits effectively. Experience in using quality monitoring tools and CRM systems. Ability to thrive in a fast-paced, dynamic environment.

Overview The Provider Education Support position reviews provider documentation on an ongoing basis and provides feedback for practitioners on areas to improve Responsibilities Reviews documentation by chart daily for Coding Production as assigned by Director of Physician Education Provides weekly and monthly feedback to Documentation Specialist on documentation trends Performs ongoing analysis of medical record documentation Supports Senior Provider Education Specialists for focused areas of documentation needs Performs special projects and other duties as assigned Qualifications High School Diploma or GED required Certified Professional Coder (CPC) or equivalent required At least four (4) years of coding experience and two (2) years of auditing experience Degree in Healthcare Administration, Health Information Management, or related field or equivalent experience/training preferred

Job Title: AM - Quality Operations Roles and Responsibilities: Conduct regular call audits to ensure adherence to quality standards and identify areas for improvement. Develop and implement effective quality control processes to maintain high-quality services. Collaborate with team members to resolve issues related to call monitoring, quality checking, and quality compliance. Analyze data from various sources (e.g., CRM systems) to track performance metrics and optimize processes. Job Requirements : 6-12 years of experience in BPO/Call Centre industry with a focus on Quality Management. Strong understanding of QC tools such as 7QC, Six Sigma Quality Methodologies, etc. . Proven expertise in conducting Call Audits, Call Monitoring, Call Quality Assurance, Quality Checks, etc.

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.

Role & responsibilities Call Monitoring Listening and auditing for International Voice Process Conduct Calibration sessions in sync with the QA team Analysis for inbound/outbound calls Monitor and evaluate inbound and outbound calls Develops and conducts briefings for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities.. Preferred candidate profile Having Good Communication Skills Good Analytical & Interpretation skills Ready to work in rotational Shift Perks and benefits Indian Festival Holidays Mid-day/Nigh shifts available

Profile - Quality Analyst Location - Noida Salary - upto 6.5 LPA Qualification - Any Graduate Experience - 1-3 year Skills - Good knowledge about call auditing. Contact us - Rahul Aryan (HR) - 9315128616 (Call/Whatsapp)

Quality Manager Role, Driving End to End Transaction Quality Monitoring and deliver business Value through Transaction monitoring Insights Role: Quality Manager Do Supporting process excellence initiatives and drive improvement projects in a complex and fast paced environment. Driving benchmarking and best practices deployment across accounts. Identifying process gaps & improvement opportunities to infuse efficiency and effectiveness into business processes. Understand potential customer dissatisfaction drivers and proactively mitigate any CSAT risks. Work closely with customers and the operations leadership team to identify improvement opportunities and drive them to closure. Driving projects to improve and maintain the profitability of the process. Leading and ensuring governance for Quality/ Process Excellence initiatives for Large Engagements (Audit completion, Quality of Audit (Gage R&R), Sampling, Feedback, coaching, BQ Management, TNI generation and Business Value add) Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen. Drive standardization practices and ensure strict compliance in internal and client defined processes. Coaching the Quality Team on 7QC, Basic Statistic, Problem solving tool and Lean six sigma Lead consulting assignments and deliver business value to the customers through quality initiatives. Minimum Skill Requirement: Minimum 8 Years are Quality Manager Six sigma certified Green Belt and above Should have good Knowledge of 7QC, Basic Statistic, Problem solving tool and Lean six sigma Similar industries have added advantages

Dear Applicant, Please find the basic details for the role of General Manager- Quality at iEnergizer Noida Sec 60. **Role: General Manager Quality** LOB: Domestic Department: Quality & Training Location: Noida Sec 60 Working Days: 5.5 Days from Office (NO Hybrid/ NO Remote/ NO WFH) CONTACT PERSON: HR SHARANDEEP KAUR - 9266364422 / sharandeep.kaur@ienergizer.com. Budget : 18 LPA IMPORTANT REQUIREMENTS: - At least 2 years as Sr. Manager Quality / 1+ Year as AGM/ DGM/ GM /Head Quality on Papers. Applicants should be from Core BPO Industry and working in Quality Domain (Customer Service: Inbound/ Outbound) JD- Minimum 10 years of experience in the BPO industry preferably domestic business. At least 6 years in Quality leadership roles , handling multiple client programs FTE span of 500+ Prior experience in managing both inbound voice and non-voice (email/chat) processes Tech support experience would be a plus. Proficient in Excel & PowerPoint. Excellent verbal and written communication skills must be comfortable presenting in high level client meetings & discussions. Must have led process transitions / ramp-ups & quality framework setup this is essential for our new site setup. Certifications such as Six Sigma (Green/Black Belt), COPC or Train-the-Trainer (TTT) at least 1 such certification is a must. Knowledge of compliance frameworks (ISO, COPC, or similar) would be a plus. Experience in managing T&Q during high ramp-up phases would be needed. NOTE: 1st: People from Delhi NCR or Nearby location / has Delhi NCR as hometown to apply. 2nd: NO Accommodations/ Cabs Regards Sharandeep Kaur Hiring Team

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.