499 Call Quality Jobs - Page 3

About The Role Skill required: Record To Report - Balance Sheet Account Reconciliations Designation: Delivery Lead Manager Qualifications: Any Graduation Years of Experience: 13 to 18 years 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.Involves balancing all balance sheet accounts against sub-ledger or other non-general ledger based source data to verify whether the balance sheet accounts are in balance with the source system feeding the general ledger. Differences which arise are addressed as reconciling items. You will be aligned with our Finance Operations vertical and will be helping us in determiningfinancial outcomes by collecting operational data/reports, whilst conducting analysis and reconciling transactions. The team aligns Finance with Business Strategy in order to maximize operational efficiency and effectiveness by harnessing the power of robotics to accelerate transaction processing, with AI to provide analysis and commentary and machine learning deployed for matching and reconciliations This team is responsible for leading the transformation agenda for our clients by helping themImprove finance function performance within the context of their organizations strategies. What are we looking for? Record To ReportAbility to work well in a teamCommitment to qualityWritten and verbal communicationAbility to manage multiple stakeholdersAbility to meet deadlines 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 withinAccentureYou would require transformation mindset and eye for identifying automation/processimprovement opportunities.Please note this role may require you to work in rotational shifts Qualification Any Graduation

Dear Candidate, We have an urgent requirement for Voice & Accent trainer for Gurgaon 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 :US 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

Email your resume to Tanuja@wissenpro.com or call/WhatsApp us at 889-702-1143 Email your resume to Swathi@wissenpro.com or call/WhatsApp us at 800-858-2617 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.

Role & responsibilities Proven experience in Training and quality assurance, quality monitoring, or a similar role in a customer service environment. Strong knowledge of customer service best practices Training and quality standards. Excellent communication skills, both written and verbal, can provide constructive feedback effectively. Analytical mindset with the ability to interpret data and identify trends and patterns. Detail-oriented with strong organizational and time management skills. Proficiency in using quality monitoring tools and software. Strong problem-solving skills and ability to think critically. Experience in training and development is a plus. Familiarity with customer relationship management (CRM) systems is preferred. Ability to work collaboratively in a team environment. Flexibility to adapt to changing priorities and business needs

Job Title: Team Leader, Operations Job Description Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations. Role & Responsibilities: Supervise day-to-day operations of a team of voice process associates, ensuring adherence to performance metrics through coaching, motivation, and accountability. Monitor work and attendance in accordance with organizational policies and legal requirements. Provide effective coaching to direct reports to ensure consistent high performance. Identify performance-related issues, develop improvement plans, and implement corrective actions. Ensure service delivery meets contractual Key Performance Indicators (KPIs) and financial expectations. Handle escalated customer calls and provide subject matter expertise. Conduct team meetings to communicate updates and encourage feedback. Organize team activities and foster engagement. Stay updated on internal processes, policies, and procedures. Attend required leadership and development training. Promote CNX values-Walk the talk and lead by example. Desired Skills: - . Associate's degree in a related field with 2-4 years of relevant experience preferred. . Prior experience in a voice process (inbound/outbound/customer service/sales). . Strong understanding of voice metrics such as AHT, CSAT, FCR, call quality, service levels, and shrinkage. . Knowledge of absenteeism, attrition, and workforce management. . Ability to coach and develop team members to meet performance expectations. . Strong oral communication and listening skills. . Ability to lead, multitask, prioritize, and meet deadlines. . Experience in handling escalations and driving resolution. . Willingness to work in a flexible schedule. . Minimum one year of experience as a Team Leader in a voice process. . Qualification : Graduation Disclaimer:- Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for recruitment, processing or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities. Location: India Bangalore - Divyashree Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the

Please find below Venue details: Interview Date & Time : 6th Sep 2025 and 9:30 AM Venue : Movate Technologies Pvt Ltd (Formerly CSS Corp), Address: B14, Phase 1, MEPZ SEZ, Tambaram Sanatorium, Chennai, Tamil Nadu 600045 Contact Person: Mr. Vignesh Sekar Roles and Responsibilities Conduct call audits to ensure compliance with quality standards and regulations. Monitor calls for quality assurance purposes, identifying areas of excellence and areas for improvement. Participate in call calibration sessions to align with team members' performance expectations. Collaborate with the team to resolve issues related to call quality. Desired Candidate Profile 0.3-6 years of experience in BPO or customer service industry. Strong understanding of call auditing, monitoring, and calibration processes. Excellent communication skills with ability to provide constructive feedback effectively. Ability to work independently with minimal supervision while maintaining high levels of accuracy Please carry the below documents: 1. Updated resume 2. Any Government Identity Proof. 3. Passport Size Photo. Preferred Candidate - Ready to work for all 5 Days in office. Ready to work for Late evening Shift( 4.30 PM to 1.30 PM, & 5.30 PM to 2.30 AM)

Role & responsibilities Quality Assurance & Control: Oversee daily quality operations, including monitoring calls, analyzing process adherence, and conducting regular quality audits and inspections to ensure compliance with standards. Performance Monitoring & Improvement: Track and analyze quality metrics, identify trends and root causes of issues, and develop and implement strategies for continuous improvement to enhance service quality and efficiency. Team Leadership & Development: Supervise and mentor Quality Assurance (QA) team members, providing training, feedback, and guidance to develop their skills and ensure high-quality service delivery. Client & Stakeholder Communication: Act as a key point of contact for clients, providing feedback and reports on quality performance, and collaborating with internal teams to resolve issues and implement improvements. Process Management: Contribute to the development and implementation of quality assurance policies and procedures, and assist in preparing documentation for audits and compliance reviews. Preferred candidate profile Candidate must have an experience as Assistant Manager- Quality for almost 1 yr on paper. Graduation is must. Location :- Jamshedpur Interested candidate can share their cv at kavita.mehra@digitide.com Thanks Kavita

We are hiring for Quality Analyst (Not tech background) Looking for candidates with the following skillsets: Quality Analyst, Performing ATA Reports, Preparing Dashboards, Voice+Chat Audits, Change Request , Problem Tickets, Service Requests. Job Location- Noida Notice Period- Immediate - 45 Days Note- Should be flexible to work in night shifts and work from office. Years of experience & Salary 3.6 Years 8 Years (Quality Analyst)- 5.50LPA - 7.50LPA + Variables 10 Years- 16 Years (Quality Analyst Lead)- 11LPA- 17LPA fixed + Variables Work from office. Qualification- Any graduate and postgraduate. Job Summary What are we looking for? •Quality Assurance (QA) Quality Auditing Adaptable and flexible Agility for quick learning Written and verbal communication Collaboration and interpersonal skills Ability to work well in a team Microsoft Excel Microsoft PowerPoint Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Organization. Guidance would be provided when determining methods and procedures on new assignments • Decisions made by you will often impact the team in which they reside. Interested Applicants please reach out to below contact number. Share CV: Amzad@inspirationmanpower.co.in Call to: Amzad Ali @ 9900024952

: 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 practices. Handle escalations Collecting product information from the client, TQM, client services, etc. Spreading product knowledge to operations. Updating existing procedures. Participating to creation of new procedures, routines etc... Updating knowledge management database. Testing procedure in production and suggest enhancement. Collecting and assessing feedback and taking actions accordingly. Analysing the usage of Knowledge Management database and taking actions accordingly. Reviewing and updating online course content.

Role: Quality Analyst / Quality Lead For Analyst role - Min 3+ Years experience in Call Audits/ Chat Audits For Lead role - Min 9+ years exp in Call Audits/ Chat Audits Strong understanding on Performing ATA Reports, Preparing Dashboards, Voice+Chat Audits, Change Request , Problem Tickets, Service Requests . Shift: Rotational Shift WFO Location: Noida Both Side Cab provided Send resume to anumeha@manningconsulting.in

- Lead quality audits & reviews - Drive process improvements - Monitor team compliance - Analyze QA data & share insights - Strong stakeholder mgmt. skills required

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 interactions, inquiries, feedback, and complaints accurately in the CRM or call management system. Follow Communication Protocols and Guidelines Use predefined scripts or guidelines as needed while maintaining a natural and helpful tone. Adhere to company policies, confidentiality standards, and call center protocols. Promote Customer Satisfaction Ensure a positive customer experience by showing empathy, patience, and professionalism. Take ownership of customer issues until they are fully resolved. Provide Feedback for Service Improvement Identify trends in customer calls and report common issues to supervisors or the quality team. Suggest improvements in processes or FAQs to reduce repeat calls. Meet Performance Metrics Achieve targets such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), Call Quality, and Adherence to Schedule. Stay Updated on Products and Services Regularly attend training sessions and updates to stay informed about product changes, promotions, or policy updates. Support Team Collaboration Work closely with other team members and departments to ensure seamless service delivery.

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.

Roles & Responsibilities Dealer Performance Management - A key role in the Network Planning section, person will be responsible for d efining KPIs for the dealership overall performance management. - Monitoring the KPI performance regularly and generate scorecards for the same and share with all relevant stakeholders. - Identify action items and next steps for improvement in gap areas. - Complete data management related to all such KPIs for all the dealerships. - Training and handholding the stakeholder teams to understand the program & scorecards. - Benchmarking the KPI performance internally across states, regions, tiers, dealerships etc. - Define the reward and recognition program based on dealer performance for the year. - Ensure the review mechanism is followed and proper action (as per approved plan) is taken on low performing dealerships through regions. Dealer Engagement : - Responsible for dealer awards and support in dealer engagement events (NBC etc.) - Coordinate and analyze dealer satisfaction and implement actin planning with departments. The work scope involves understanding the organization objectives and working in close coordination with all functional stakeholders for execution. It involves identifying gap areas and, also low performing dealers and working on the same for improvement along with respective stake holders. Required Skillsets • At least 3-4 years role relevant experience. • Mandatory experience in dealer evaluation and action planning. • Problem solver with good communication and interpersonal skills • Ability to work within a team and independently. • Resolve and/or escalate issues within a well-timed routine. • Project and People Management, Strong coordination with other departments. • Ability to plan and produce reports using MS Office. (Excel, Powerpoint ).

Job Description:- Hiring for Sales & Customer Care Quality Analyst for Novac Technology Solutions(Shriram Finance) Job profile: Performs call monitoring and provides trend data to management team. Uses quality monitoring data management system to compile and track performance at team and individual level. Provides actionable data to various internal support groups as needed. Coordinates and facilitates call calibration sessions for call centre staff. Prepares and analyzes internal quality reports for management staff review. . Handle team of Verification dept & Quality Analysts. Requirements: 1+ year of call BPO Customer care & Sales experience, preferably in BFSI/NBFC. Experience into BFSI/NBFC BPO experience will be added benefit. Excellent oral, written and interpersonal communication skills. Exceptional listening and analytical skills. Intermediate level of knowledge/expertise with software (Word and Excel). Strong knowledge of customer care processes and techniques. Demonstrated ability to work well in a team environment. Dedication to providing exceptional customer service Salary: Negotiable based on last CTC Dayshift with Weekly Offs. Quality Assurance Analyst ( QA ) is responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. ... Prepares and analyzes internal and external quality reports for management staff review. • Perform other duties as assigned The primary task of the quality analyst is call monitoring and providing actionable insight. Through call monitoring, a QA analyst will gather information to help improve agent performance in the call center. As he or she monitors the call, they have an evaluation form that will be used to capture the information. Calibration sessions are required to ensure that all key departments are calibrated on what constitutes a quality call. These sessions are an opportunity to discuss issues and trends as well as cover any new material.

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 in a BPO or e-commerce call center. Strong knowledge of customer service standards and quality frameworks. Familiarity with QA tools and call monitoring software. Excellent verbal and written communication skills. Strong analytical skills, objectivity, and attention to detail.

Role Overview We are seeking a full-time, on-site Quality Analyst to monitor calls. Key Responsibilities: Strong proficiency in both written and spoken English. Ability to monitor calls. Provide feedback and coaching to agents for performance improvement. Offer clear guidance to associates to enhance their performance. Ensure awareness of quality and agent behavior standards. Ability to work in a 24/7 shift environment. Excellent team player with the ability to influence and manage change. Focused on meeting targets. 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).

Greetings from eNoah iSolution! Hiring - Quality Assurance ( International Voice Process) Position- Process Associate/ Sr.Process Associate Experience: 3-4 Years Any degree Job Location: Chennai ( Taramani ) Shift : Night Shift ( 7 pm to 5 am ) Salary - Based on their interview Performance Notice Period : Immediate Joiner Job Requirements: Roles & Responsibilities: Monitor and evaluate recorded calls for quality, compliance, and customer experience. Assess agent adherence to scripts, communication skills, and process guidelines. Identify performance gaps and recommend coaching or training needs. Prepare and maintain detailed quality assessment reports. Document non-compliance issues and communicate findings to relevant teams. Collaborate with operations and training teams to improve processes and agent performance. Ensure compliance with company policies, client requirements, and legal regulations. Participate in calibration sessions to maintain consistent quality standards. Support quality-related escalations and contribute to resolution efforts. Stay updated on client guidelines, industry standards, and quality best practices. Desired Skills: Excellent Verbal and Written communication skills with a neutral accent. Good typing skills - 30 words per minute. Basic computer and Excel skills preferred. Any previous experience or exposure to APS retrieval calling and Quality Assurance. Key Skills: Adaptability & Learning Agility, Attention to Detail, Basic Computer Skills, Coaching and Feedback Delivery, Excellent Listening Skills, Good Communication Skills, Knowledge of Quality Standards & Metrics, Problem-Solving Abilities, Strong Analytical Skills, Time Management & Multitasking Certification: Call Center Quality Analyst Training,Six Sigma Green Belt / Lean Six Sigma,Voice Process Training,Effective Communication and Feedback Skills,Customer Service and Call Center Training Direct Walk-in details: Interested Candidates come for Direct Walk-in and Share your Resume to 9176419993 Mention 'Sakthivel' on your resume. Time and Venue: Monday to Friday (5.30 PM to 6.30 PM) eNoah iSolution- Elnet Software City, 1st floor , Rajiv Gandhi Salai, Tharamani, Chennai, Tamil Nadu 600113 (Opposite to Thiruvanmiyur railway station) " candidates must carry there educational documents along with PAN and AADAR " Regards, Sakthivel S -HR

Description: Quality Analyst NOTE : Kindly mention my name " Nivetha " in the entry form or interview form and give me the call once you reach the office. Location: Chennai, Tamil Nadu, India Experience: 2-6 years Preference: Both Male & Female candidates Role & responsibilities We are looking for an experienced Quality Analyst (QA) to join our BPO team. The QA will be responsible for monitoring and evaluating customer interactions across calls, chats, and emails to ensure compliance with quality standards and client expectations. The role requires excellent analytical skills, attention to detail, and the ability to provide constructive feedback to drive continuous improvement in performance and customer experience. Key Responsibilities Monitor and evaluate calls, chats, and emails to assess process adherence, accuracy, and customer experience. Identify gaps, trends, and improvement areas in agent performance. Provide timely feedback and coaching to agents and supervisors. Conduct regular calibration sessions with internal teams and clients to align on quality standards. Maintain quality reports, dashboards, and audit records accurately. Collaborate with training and operations teams to implement corrective actions. Ensure compliance with company policies, process guidelines, and regulatory standards. Drive process improvements to enhance efficiency and customer satisfaction. Required Skills & Competencies 26 years of experience as a Quality Analyst in a BPO/Contact Center environment. Strong knowledge of QA methodologies, call monitoring, and auditing tools. Excellent verbal and written communication skills. Proficiency in MS Excel, Word, PowerPoint for reporting and analysis. Strong analytical, problem-solving, and feedback delivery skills. Ability to multitask and meet deadlines in a fast-paced environment. Preferred candidate profile Both Male & Female If Interested Candidates are requested to share your updated resume to nivethapriya@casagrand.co.in and call 7418332502 Thanks, Nivetha HR 7418332502

We are seeking an experienced Quality Analyst with 812 years of proven expertise in call quality monitoring, compliance, training, and process improvement within an Inside Sales environment. The ideal candidate will ensure that every customer interaction meets our high standards for quality, compliance, and customer experience, while also driving continuous improvement through training and policy development. Key Responsibilities Call Quality Monitoring: Listen to, evaluate, and score sales calls against defined quality parameters. Identify gaps in communication, compliance, and sales effectiveness. Quality Framework & Policy: Develop, implement, and maintain call quality policies, SOPs, and evaluation frameworks. Ensure alignment with regulatory and organizational compliance requirements. Training & Development: Conduct regular feedback sessions and coaching for sales teams to improve performance. Design and deliver training modules on communication skills, compliance, and product knowledge. Compliance & Regulatory Adherence: Ensure all calls meet applicable legal, ethical, and industry-specific compliance standards. Maintain updated knowledge of relevant regulations in medical education and sales. Testing & Process Improvement: Conduct periodic audits and mystery calls to assess adherence to processes. Recommend and implement process improvements to enhance customer experience and conversion rates. Reporting & Insights: Prepare detailed quality reports and dashboards for leadership. Track trends, recurring issues, and training impact over time. Required Skills & Experience Experience: 8–12 years in Quality Analysis / Quality Assurance in Inside Sales, preferably in EdTech, Medical Education, or related industries. Strong understanding of call quality frameworks, compliance standards, and sales processes . Proven experience in training, coaching, and performance improvement for sales teams. Excellent communication, analytical, and interpersonal skills. Proficiency in CRM tools, call monitoring software, and MS Office/Excel . Ability to work under pressure and manage multiple priorities in a fast-paced environment. Key Attributes Detail-oriented with a strong sense of ownership. Ability to influence and drive change across teams. High integrity and commitment to compliance. Strong problem-solving and decision-making skills.

Job Title: Quality Manager International BPO Location: Noida & Gurgaon Experience Required: 8 to 15 years (Mandatory experience in International BPO) Shifts: Rotational shifts and rotational week offs Employment Type: Full-Time Role Overview: We are seeking a seasoned and strategic Quality Manager to lead and oversee the Training and Quality Assurance functions for our International Voice BPO operations. This role demands a strong leader with a deep understanding of BPO metrics, compliance, performance enhancement strategies, and coaching methodologies. Key Responsibilities: Training Management: Design, implement, and enhance training modules for new hire, refresher, and process-specific programs. Collaborate with operations and clients to understand training needs and performance gaps. Conduct TNI/TNA (Training Needs Identification/Analysis) and deliver results-oriented training interventions. Drive learning effectiveness and knowledge retention through regular assessments and feedback loops. Ensure trainer readiness and facilitate train-the-trainer programs. Quality Management: Establish and implement quality assurance strategies aligned with client expectations and business goals. Define audit frameworks and monitor process performance through call audits, compliance checks, and RCA. Lead a team of Quality Analysts to ensure rigorous performance tracking and actionable feedback to agents. Manage calibration sessions with stakeholders and ensure scoring alignment. Report quality trends and recommend process improvements. Team Leadership & Governance: Lead a team of trainers and quality analysts across multiple processes. Drive performance, engagement, and development of team members. Work closely with operations and support teams to deliver on SLAs and KPIs. Participate in client interactions, governance calls, and performance reviews. Candidate Requirements: Minimum 8 years of experience in an International BPO , with at least 3 years in a managerial role handling both Quality . Strong understanding of customer service metrics, call quality, BPO training frameworks, and performance management. Excellent communication, presentation, and stakeholder management skills. Flexible to work in rotational shifts and rotational week offs . Bachelor's degree (mandatory); certifications in Six Sigma, COPC, or training (preferred).

Quality Analyst (Outbound Telesales) | 9–6 job | Sun & alt Sat off | Audit calls, give feedback, ensure compliance | Exp in telesales QA preferred | Salary up to 30k in hand Work location: Vashi, Belapur, Turbhe Required Candidate profile Relevant exp of min 6 months on papers is a must. Fluent coms. Ready to work in fix day shift, outbound telesales qa, Sunday fix off and alt sat off

Leading BPO in Bangalore 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

Leading BPO in Pune 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

Leading BPO in Kolkata Hiring for Transactional Quality Manager International Voice process Must be a Manager On papers or Tenured Deputy Manager in Quality in International BPO Over All Experience 8+ Years Looking for Diversity Candidates CTC UPTO 18LPA Role & responsibilities Analytical mindset to drive continuous improvement for key CTQs (i,e, NPS / CSAT / FCR) Manage Call Quality & Client related KPI's with analytical quantification and establish corelation Evaluate effectiveness of TQ interventions. Strengthen Quality management processes / framework to improve quality delivery. Drive Process control & Compliance in addition to managing the Audit requirements. Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc. Interact and streamline channels of communication with other Functions and Clients. Provide quality floor support, feedback, refresher and corrective training Support cross process / location teams. Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted. Preferred candidate profile • Graduate in any discipline • Green Belt Trained and Certified • Good Knowledge about computers. • Excellent communication skills. • Good people management skills • Good knowledge of MS Office • Analytical / Quantitative skills • Maturity in handling customers and work in a multi culture process environment • Data Handling / data interpretation • Good working knowledge of T&TQ (Training & Transaction Quality) systems, tools and technologies. • High level of maturity to handle people including but not limited to client, stake holders, peers etc. • Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure in an unstructured environment • Detail oriented with Strong organizational and Presentation skills • Flexible to work in a 24X7 environment (night shifts and weekends basis scope) • Ability to generate and implement out of the box ideas and Process improvement initiatives in the process. • Designed the FMEA framework in the existing organization or in the past Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123