499 Call Quality Jobs - Page 2

Quality analyst- Develop health medical billing International BPO Rotational Shifts 5 days working

Data Engineer II Speech Analytics Work From Office What We Offer: Transportation allowance Canteen Subsidy Health Insurance Tuition Reimbursement Incentive components campaign wise Work Life Balance Initiatives Rewards & Recognition Internal movement through IJP WHAT YOU’LL BE DOING: Will initiate launching of audit process for new campaigns as assigned by Project Leader/Account Leader Will interact with Operations to ensure that the expectations in terms of QA support to the campaigns are met Understand the SLA of the campaigns in the terms of QA support and ensure that those are met. Design Audit Forms, get it approved by Ops and Client and place it online in QEval Initiate MI/BI studies as and when required Take initiatives for process improvement Will possess overall knowledge of all the campaigns audited by EI Periodically monitor utilization, audit accuracy etc of the QA team Help in setting up calibrations and provide all assistance to QA Lead Interns/Asst. QA Leads in maintaining a smooth calibration process Maintain minimum 95% schedule adherence of self and the team Will act as role model for Leaders and Team Members of internal and external departments Must be accessible, available and flexible with shift timings Have an open attitude and avoid discounting, dismissing, or minimizing questions Maintain personal and professional boundaries, but avoid being distant or unapproachable Always lead by example Adhere to the policies and procedures of Etech Provide excellence when communicating with customers (internal and external) Be flexible in an environment by championing and embracing change Create a spirit of mutual learning, trust and respect Data Analysis: Capability to analyse performance data and derive actionable insights. Reporting: Skill in creating and interpreting reports on contact canter performance. KPI Management: Understanding and managing key performance indicators (KPIs) to drive team performance. Training Programs: Designing and implementing effective training programs for new hires and existing staff. Crisis Management: Handling unexpected situations calmly and effectively. WHAT WE EXPECT YOU TO HAVE: Graduate or equivalent experience in BPO call monitoring and auditing Must have minimum 3-4 years of experience in speech analytics Good technical knowledge needed. Should be aware about API, Metadata, Queries, Python language etc Must have worked as a leader Should be well versed with PPT and Advanced excel. Interpersonal skills & ability to influence Excellent written & verbal Communication skills including client interactions Planning and organisational skills Well organised and structure approach to work Ability to work to deadlines and targets

Experience: 2 - 6 Years Preferred Candidate Location: South Delhi, Ghaziabad, Noida, Greater Noida Education: Any Graduate - Any Specialization, PG - Any PG Course Other Certification: For QA-English - No certification required No of openings: 4 Industry Type: BPO Role: Quality Analyst Shift: US Shifts Role Overview We are seeking a full-time, on-site Quality Analyst to monitor English calls. Key Responsibilities: Should have strong oral & written communication in English language Should be target oriented Ability to provide clear guidance and direction to the associates for performance improvement. Ability to monitor calls and provide feedback with coaching advice. Should be known to quality parameters. Ready to work in 24*7 shifts. Strong team player, capability to influence the team, manage changes. Location: This position is based in Noida (Sector 62). Additional Requirements: Proficiency in MS Office/MS Excel. Key Responsibilities: Auditing for accuracy in work orders and data integrity. Monitoring calls. Providing coaching feedback to agents for performance enhancement. Conducting call calibrations and evaluations. Experience Preferred: Experience in outbound sales, survey processes, and customer care. Experience with companies like Dish TV, AT&T, Spectrum, and Comcast is preferred. Perks and Benefits: Health insurance coverage. Transportation services (cab for pick-up and drop-off).

About Info Edge InfoEdge's mission is to create world-class platforms that transform lives by continuously innovating. Our products and services are built keeping our customers in mind. We always delight our customers by delivering superior value through enhanced offerings on the internet and other platforms. Through our continuous investment across various businesses, especially in cutting-edge technology, machine learning and artificial intelligence (AI), we have built a robust system that constantly increases our predictive powers on customer behaviour, and optimizes and improves our systems. Our various teams tirelessly work together to solve problems, innovate, and create something to empower our customers. At Info Edge, people are our core competitive advantage and we will continue doing all that is needed to attract and retain the best available talent. About BU - Job Hai Job Hai is new venture by Info Edge. Info Edge is successfully running businesses like Naukri.com, Jeevansathi.com, 99 acres.com etc. Job Hai portal focused on Blue and grey collar hiring. Job Hai is serving jobs for Sales/ Business Development, Marketing, Field Sales, Back Office, Customer Support, Housekeeping, Warehouse etc. Job Hai is in 7 metro cities, Mumbai, Delhi, Noida, Gurgaon, Ghaziabad, Faridabad, Greater Noida. The Group Manager will be responsible for overseeing and driving excellence across three critical functions Customer Experience (CX), Fraud Control, and Sales Audit . Key Responsibilities Lead 3 Team Leaders (CX, Fraud, Sales Audit) and their respective teams. Define and monitor KPIs for each vertical aligned to business goals. Mentor and upskill Team Leaders to strengthen managerial bandwidth. 2. Customer Experience (CX) Management Ensure timely and effective handling of recruiter/client queries, complaints, and escalations. Drive VOC (Voice of Customer) initiatives to capture feedback and improve service quality. Monitor TAT, resolution quality, and CSAT/NPS scores. Implement process improvements to enhance recruiter experience. 3. Fraud Control & Compliance Oversee fraud detection, prevention, and redressal mechanisms. Ensure robust monitoring of suspicious activities Maintain governance through regular audits, blacklisting SOPs, and maker-checker validations. 4. Sales Audit & Quality Assurance Supervise the auditing of sales calls and processes to ensure compliance with pitch guidelines. Track and report defect rates, audit accuracy, and adherence to sales quality benchmarks. 5. Performance Monitoring & Reporting Review daily/weekly/monthly dashboards across all three functions. Analyze trends, highlight risks, and present actionable insights to senior leadership. Establish governance cadence through structured review mechanisms (daily huddles, WBRs, MBRs). 6. Strategic Initiatives & Cross-Functional Collaboration Act as a bridge between Operations, Sales, Product, and Compliance teams. Drive automation and digitization initiatives across CX, Fraud, and Audit processes. Qualifications & Skills Graduate/Postgraduate with 8–10 years of experience in Operations/Customer Experience/Fraud Control/Sales Quality. Proven experience in managing multiple teams/functions simultaneously. Expertise in governance, compliance, and process improvement. Strong problem-solving, decision-making, and conflict management skills.

Dear Candidate, We have an urgent requirement for Voice & Accent trainer for Noida location. Below are the details Interested candidates can share their resumes on swati.gupta@niit.com or whatsapp on 9773902349. JD : The trainer should be able to deliver on the following: Should have core expertise in V&A Training. Floor support, Should have conducted V&A and Accent neutralization sessions. Know about training delivery and feedback techniques on communicative skills and soft skills in Australian V&A. Monitor calls and share feedback on CTQ parameters. Coaching the bottom quartile and showing an improvement in call & and email quality Well-versed in Soft Skill & VnA and training methodologies Floor Support experience. Exposure to Quality improvement Audits and Soft Skill Training Develop and formulate customer experience training curriculum, conduct group training and individual coaching and knowledge assessment to new and existing agents with the objective of ensuring superior and consistent service quality Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom/virtual environment. Must have worked on Net promoter Score Shift Timings :Australian shifts City:Gurgaon Mode : Classroom No of working Hours-5 days/ 10 hours Assignment duration -6 months-1 year extendable based on performance Start date Immediate

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.Apply those who can relocate in Hyderabad Call/whatsapp CV Amit 8851792136, Neha 8287267407 Must Knows-English and Telugu

Process Trainer: Minimum 3 Years Of Over all Experience in BPO Customer Service Voice with Minimum 1 Year Of Experience As A Process Trainer Is mandatory. CTC Upto 4 LPA Quality Analyst: Minimum 3 Years Of Over all Experience in BPO Customer Service Voice with Minimum 1 Year Of Experience As A Quality Analyst Is mandatory. CTC Upto 3.8 LPA Assistant Manager Training Minimum 6 Years Of Over all Experience in BPO Customer Service Voice with Minimum 1 Year Of Experience As An Assistant Manager Training is mandatory. CTC upto 6 LPA Experience From E- Commerce Process in Call Center BPO is Added Advantage BPO (Call Center) Experience is Mandatory For All The Mentioned Roles. Graduation Is Mandatory. ___________________________________________________________________________

Hello Job Seekers, We are hiring for Quality Analyst for Bangalore location and Lucknow for one of the multinational BPO. Please go through the job description - Job Posting: Quality Analyst Location: Bangalore, Kudlugate (GNR) and Shivaji Nagar (EH) Salary: Upto 5.5 LPA (based on experience) Experience: 4+ years in BPO Quality (with at least 1 year as a Quality Analyst) Job Posting: Quality Analyst Location: Lucknow Salary: Upto 3.5 LPA (based on experience) Experience: 3+ years in BPO Quality (with at least 1 year as a Quality Analyst) Job Roles and Responsibilties - Monitor and Evaluate Interactions: Assess customer calls, emails, chats, and other communication channels for adherence to quality standards using QC tools. Call Calibration: Regularly participate in and facilitate call calibration sessions with team leads and agents to ensure consistency in quality evaluation. Analyze Data & Reporting: Use analytics tools to generate performance reports, track quality metrics, and identify trends for continuous process improvement. Provide Feedback and Coaching: Offer constructive feedback to agents based on evaluation results, ensuring they meet quality standards and improve performance. Requirements: Graduate from any recognized university. Minimum 4+ years of experience in BPO quality analysis. Knowledge of 7QC tools and quality analysis techniques. Strong communication skills in English and Hindi. Additional Information: 6 days working (1 rotational off). Work from office. How to Apply: For any further queries or to get your interview aligned please give a call on 9580746603 (Pooja Mishra), if incase it misses you drop your resume over the same number or connect with Fauzia 9569902470. Please allow us time to revert and request you to drop either a text or drop your resume over the same number.

Minimum of 2-year experience as a Sales QA Age not more than 28 years

Role – Quality Analyst Location –Pune Day shift 6 Days working Graduates/ Post Graduates Experience of minimum 2 years Number of positions open for QA are 2. Budget – 4.5 to 4.8 LPA Required Candidate profile (Quality/Operations) within the defined deadline of identifying the defects and analyses the root causes for the defects identified through the audits using basic quality tools.

Minimum of 2-year experience as a Sales QA Age not more than 28 years

About The Role Skill required: Record To Report - Account Reconciliations 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.Posting journal entries, preparing balance sheet reconciliations, reviewing entries and reconciliations, preparing cash forecasting statement, supporting month end closing, preparing reports and supports in audits.A type of general ledger account which contains a summary of sub-ledger accounts. Because the reconciliation account only provides a summary, no transactions are directly posted to the account. What are we looking for? In this role you are required to identify and assess complex problems for area of responsibility You will need to create solutions in situations which requires an in-depth analysis/evaluation of variable factors This will require alignment to strategic direction set by senior management when establishing near-term goals Your primary interaction will be with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach Some latitude in decision-making is involved, you will act independently to determine methods and procedures on new assignments You will need to flag risks to clients and Accenture stakeholders and propose action plans where needed You will need to have an innovative mindset to identify improvement opportunities to optimize processes, decrease costs and increase client value Decisions that you make in this role will have a major day to day impact on area of responsibility You will be managing medium - large sized teams and/or work efforts at a client or within Accenture You would require transformation mindset and eye for identifying automation/process improvement opportunities. Roles and Responsibilities: In this role you are required to identify and assess complex problems for area of responsibility The person would create solutions in situations in which analysis requires an in-depth evaluation of variable factors Requires adherence to strategic direction set by senior management when establishing near-term goals Interaction of the individual is with senior management at a client and/or within Accenture, involving matters that may require acceptance of an alternate approach Some latitude in decision-making in involved you will act independently to determine methods and procedures on new assignments Decisions individual at this role makes have a major day to day impact on area of responsibility The person manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Quality Analyst (Chat & Voice Audits) Skill-ATA Reports, Prepare Dashboards, Change Request, Audits, Problem Tickets, Service Requests Exp-3.5+ Yrs(Relevant in QA) Pkg-7 LPA Loc-Noida Notice period-Upto to 30 Days Send CV: riya.imaginators@gmail.com Required Candidate profile Note:- Hiring exclusively for International BPO Quality Analyst Talent Not looking for Testing QAs

Were Hiring - Quality Analyst (International Voice Process) Location: Bengaluru Experience Required: 4+ years (minimum 1 year in QA for international voice processes) Employment Type: Full-Time Working Days/Shift: Night Shifts( Rotational) Job Description We are seeking a skilled Quality Analyst (International Voice Process) to join our team. The ideal candidate will have hands-on experience in monitoring, evaluating, and improving voice-based interactions . You will play a critical role in ensuring that our customer service quality standards are consistently achieved and exceeded. Key Responsibilities: Quality Monitoring: Evaluate and audit customer calls to ensure adherence to company standards, scripts, and compliance guidelines. Performance Analysis: Analyze performance metrics, identify improvement areas, and recommend corrective actions. Feedback & Training: Provide structured feedback to agents and support the training team in designing development programs. Documentation: Maintain accurate records of QA assessments, reports, and action plans. Process Improvement: Work with management to refine QA frameworks, tools, and strategies. Compliance: Ensure all QA activities align with company policies, industry standards, and client requirements. Qualifications: Education: Bachelors degree. Experience: Minimum 4 years overall experience, with at least 1 year in QA for international voice processes. Skills Required: Strong knowledge of QA parameters and metrics for voice processes. Excellent analytical and problem-solving skills. Strong verbal and written communication. Proficiency in QA tools/software. Good understanding of customer service principles. Other Requirements: Flexibility to work in different shifts (including nights/weekends). Ability to work under pressure and meet deadlines. What We Offer: Dynamic and collaborative work environment. Growth opportunities within QA and operations. Competitive salary and benefits. If you or someone you know fits this role, apply directly through the job post or share your resume at navya_b@trigent.com

6 days working Day shifts Must have experience as QA of 1 year on papers. must be a graduate.

Role & responsibilities Review Inbound and Outbound calls for call quality basis set parameters and ensure completion of daily targets on call observation Review Quality parameters and make changes whenever necessary in consultation with Operations Provide quality metric analysis on compliance scores, Customer Satisfaction, first call resolution of inbound agent Provide root cause analysis on program, team and agent level identified opportunities Provide recommended intervention activities to address quality metric opportunities identified Provide training agenda feedback on nesting quality metric performance Provide analysis on other operational metrics such as average handle time, emails per hour, etc Monitor QA Scores of the assigned team Monitor calibration levels

Email your resume to Raveena@wissenpro.com or call/WhatsApp at 703-204-6318 Key Qualifications: Conduct call monitoring, audits, and quality checks across voice/email/chat to ensure compliance and service excellence. Create and manage advanced Excel dashboards, MIS reports. Identify process gaps, lead root cause analysis, and recommend improvement initiatives. Collaborate with training and operations teams for calibrations, feedback, and agent coaching. Drive strategic project planning, workflow enhancements, and performance reporting. Prepare executive-level presentations and documentation to support business objectives. Leverage Google Suite and strong analytical skills to deliver actionable insights and process improvements.

We at Pine Labs are looking for those who share our core belief - "Every Day is Game Day . We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services. Role Purpose: We are hiring for the role of Lead Quality Assurance - Vernacular. This is an Individual Contributor role reporting into the Service Quality Manager. In your role, you'll be instrumental in advancing our mission by driving service quality assurance & process excellence The responsibilities we entrust you with • A: Transactional quality assessment & feedback/ coaching for the aligned team members. B: Monthly and weekly TNI sessions for the target group on the area of opportunities observed. • C: Identifying process level opportunities, analyzing the root cause and submitting the recommendations to control the recurrence. D: Data analysis and knowledge of quality tools. E: Vernacular transactional audits for interactions taken in Tamil, Telegu, Malayalam & Kannada. What matters in this role Relevant work experience: Minimum 1-3 years of experience in transactional quality assessment and process improvement initiatives. Years of work experience: Overall 5-6 years of experience in customer service. Qualification: Graduate Additional: EVERYDAY IS GAME DAY Knowledge of Speech Analytics will add value to the profile. What we value in our people: Must possess complete ownership to close loop the given assignments within timeline and deliver expected results. You take the Shot: You decide fast and deliver right. You are the CEO of what you do: You show ownership and make things You own tomorrow: You build solutions for the merchants and do the right thing. You sign your work like an artist: You seek to learn and take pride in the work you do. You are the Sherpa: You take people along and act in the interest of Pine Labs You care with tough love: You empower others and help people grow

We at Pine Labs are looking for those who share our core belief - Every Day is Game Day . We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services. Role Purpose A Quality Assurance (QA) professional ensures service quality and compliance within environment. They monitor and evaluate customer interactions, analyze performance data, provide feedback, and contribute to training and process improvement initiatives. Their goal is to enhance customer satisfaction, efficiency, and adherence to company standards and regulations. The responsibilities we entrust you with Monitoring and Evaluation: Assessing customer interactions (calls, chats, emails, etc.) for adherence to quality standards, procedures, and compliance requirements. Performance Analysis: Analyzing data from customer interactions to identify trends, areas for improvement, and potential issues. Feedback and Coaching: Providing constructive feedback to customer service representatives based on evaluations, and Offering coaching to enhance their performance. Quality Improvement: Developing and implementing strategies to improve service quality, including process improvements and training initiatives. Reporting and Documentation: Preparing reports on quality performance, maintaining records of evaluations, and documenting processes. Collaboration: Working with team leads, managers, and other stakeholders to address quality issues and implement solutions. Essential Skills : Quality Assurance Principles: Solid understanding of quality assurance methodologies and best practices. Analytical Skills: Ability to analyze data, identify trends, and draw meaningful conclusions. Communication Skills: Excellent written and verbal communication skills for providing feedback and collaborating with others. Problem-Solving Skills: Ability to identify and resolve quality issues effectively. Attention to Detail: Meticulous attention to detail in monitoring and evaluating interactions. Customer Focus: Understanding of customer needs and a commitment to delivering excellent service. Technical Proficiency: Familiarity with relevant tools and technologies used in a BPO environment (e.g., call monitoring software, CRM systems). What matters in this role Relevant work experience 1-3 years of experience in a QA role, particularly within a BPO environment, is typically required. Key Competencies : Strong understanding of QA audit frameworks, compliance, and regulatory requirements. Excellent attention to detail, organizational skills, and process orientation. Good communication skills (written and verbal). Proficiency in MS Office and CRM tools. Qualification Bachelors degree in Commerce, Finance, Business Administration, or a related field.

We are looking for a Quality Analyst with the following: - Should be comfortable with Rotational Shifts (No fixed shifts) - Work from Office only - 2-way cab facility provided - 1 rotational week off - Minimum Graduation required Required Candidate profile - Minimum 2.5 years of experience as a QA in International BPO (Domestic experience not considered) - Immediate joiners preferred For immediate response contact on call/WhatsApp - 9035466304

Candidate should be currently working as a Team Leader / QA / Process Trainer on papers in US Healthcare process. Qualification - Graduate Shift - Rotational Shifts Work Location - Gurgaon Required Candidate profile Immediate Joiners OR Max 1 month notice period candidates can apply Call HR Manager Reejo @ 9886360719 for more details

Skill required: Quality Checks - Operational Audit & Compliance into Insurance Designation: Quality Assurance Analyst Qualifications: Any Graduation Years of Experience:3 to 5 years

Job Summary: We are looking for a dedicated and experienced Specialist 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 total 4+ Yrs with at least 1+years of relevant experience. 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 4+ years of experience in voice quality assurance. 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. Interested candidate can share updated resume to brindha@gojobs.biz

Need Min 1+yrs exp as a Quality Analyst from International Voice Process BPO. Quality Analyst on papers from International Voice process. Must know RCA/QC tools/Audit Process. US Shifts Fluent English Call 8447780697 send CV monu@creativeindians.com

Leading BPO in CHENNAI 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