912 Call Quality Jobs - Page 4

A VKYC Auditor in the BPO industry is responsible for auditing video-based Know Your Customer (VKYC) interactions and documentation to ensure strict adherence to regulatory guidelines (such as those from the RBI in India) and internal quality standards. Job Description: 1) Concurrent Audit of accounts on-boarded through V-KYC. 2) Review of adherence with KYC compliance and Bank's Policy/procedure for customers on boarded. 3) Identifying & highlighting the observations to the supervisor within the given timeline. 4) Completing the given number of accounts within the TAT prescribed. 5) Understanding of the KYC/AML guidelines of the regulator. 6) Recommend improvements to KYC policies and proce...

Responsibilities: * Collaborate with stakeholders on training needs analysis * Ensure compliance with quality standards * Monitor call performance metrics * Develop & deliver training programs * Conduct regular quality audits

Key accountabilities and decision ownership: Ensure Fixed/5G & Mobile activations for Consumer and Enterprise segment is done in defined SLAs. Provide on-call support to sales team on 117 IVR. Track and report call reasons. Support sales team with logging complaints for incorrect recharges done on customer account and take corrective actions as required. Maintain call quality and follow all calls related parameters to ensure best service & support is provided to our sales team. All applications such as, Open UI, ECR, Smartsheet, GWC portal, Remedy Tool, BPM portal etc. needs to be used on a daily basis and advisor needs to be well trained and must have hands on experience on all applications...

Key accountabilities and decision ownership: Ensure Fixed/5G & Mobile activations for Consumer and Enterprise segment is done in defined SLAs. Provide on-call support to sales team on 117 IVR. Track and report call reasons. Support sales team with logging complaints for incorrect recharges done on customer account and take corrective actions as required. Maintain call quality and follow all calls related parameters to ensure best service & support is provided to our sales team. All applications such as, Open UI, ECR, Smartsheet, GWC portal, Remedy Tool, BPM portal etc. needs to be used on a daily basis and advisor needs to be well trained and must have hands on experience on all applications...

Job Title: Quality Analyst/Speech Analyst Location: Noida, Uttar Pradesh Role Overview: We are looking for a Speech Analyst to analyze speech and language data, improve communication systems, and support speech recognition technologies. Key Responsibilities: Analyze speech data to identify patterns and insights. Use speech analytics tools and software for evaluation and reporting. Collaborate with teams to enhance speech recognition accuracy. Prepare reports and recommendations for stakeholders. Stay updated on speech analytics trends and mentor junior team members. Qualifications: Bachelors/Masters Degree. 35 years of experience in speech analysis or linguistics. Proficiency in speech analy...

Responsibilities: * Conduct call audits & calibrations * Ensure compliance with quality standards * Monitor calls for quality assurance * Analyze data using quality tools * Collaborate on continuous improvement initiatives Food allowance Provident fund Annual bonus

Hiring for Quality analyst Call Monitoring, Call Audit Role. Experience - 6 months to 1year in customer service in BPO Salary - 260000 CTC 6 days working Day shift Location - Noida Required Candidate profile Customer Service Experience in BPOs mandatory Should be aware and proficient in Call Matrix, Call Audit, Call Monitoring roles. Should be either a QA or should have sound knowledge of QA functions

Interested Candidates can directly come for the F2F Interview at the given address- Unit-508-510,5th floor,welldone techpark Sector-48,Gurgaon Roles and Responsibilities Quality Monitoring & Audit: • Conduct daily audits of agent calls and emails to ensure compliance with quality standards and internal procedures. • Identify process gaps and performance issues, document and report findings. • Develop quality scorecards, audit reports, and performance dashboards. • Collaborate with operations to implement corrective actions and continuous improvement initiatives. Training & Development: • Design and deliver internal training programs for new and existing agents. • Conduct refresher trainings ...

Job Description The Call Quality Analyst is responsible for evaluating the quality of customer interaction. This role involves monitoring and assessing inbound and outbound calls to ensure that customer service representatives are meeting the company's standards of performance and customer satisfaction. The analyst provides feedback, coaching, and actionable insights to improve the overall quality of service and to ensure compliance with company policies and procedures. Requirements Experience: Previous experience in a call centre, customer service, or quality assurance role is typically required. Analytical Skills: Ability to analyse data, identify trends, and generate actionable insights. ...

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

Roles and Responsibilities Greetings from Teleperformance Role: BPO Quality Analyst Notice: Only Immediate Joiners Skill: Call Quality Assurance Salary Range: Open to discuss Location: Mumbai - Bhayandar NEED GOOD KNOWLEGDE ON EXCEL HANDLING Contact: Charlie HR - 7330616341 ( Mention Looking for QA - Mumbai Location) Conduct call audits to ensure quality standards are met Monitor calls for quality control purposes, identifying areas of improvement Utilize various quality tools such as CSAT, 7QC, Pareto Analysis, Fishbone, QC Tools, Root Cause Analysis, etc Perform quality checks during inbound processes Provide feedback on performance to agents and trainers. Conduct call audits to ensure qua...

Job Title: Sales Quality Analyst Location: Chennai Language Requirement: Hindi (Mandatory) About the Role: We are looking for a detail-oriented Sales Quality Analyst to evaluate sales conversations, ensure compliance, and enhance overall sales performance. The ideal candidate will have strong communication skills, solid analytical ability, and hands-on experience with call auditing and CRM tools. Key Responsibilities: Conduct call audits to assess sales quality, compliance, and adherence to defined processes. Monitor sales interactions to ensure alignment with company policies and regulatory standards. Identify gaps in sales conversations and provide actionable feedback to improve performanc...

Total 6 Yrs exp out of this 1 yrs exp as a Assistant Manager Quality&Training Call Callibration CSAT Manage Team of QA Count of Audit Quality Score Work from Office Pune Required Candidate profile We are Hiring Assistant Manager Quality&Training Work from Office Pune Call or Whatspp cv Sri 8851792136 Neha 8287267407

We are seeking a skilled and motivated Speech Analyst to join our dynamic team in Noida. The ideal candidate will have a strong background in speech analytics, business analysis, and quality analysis, with a focus on deriving actionable insights from spoken communication. This role is pivotal to ensuring the quality and effectiveness of our business processes. **Key Responsibilities:** - Analyze and interpret speech data to identify trends, patterns, and areas for improvement. - Conduct quality audits on speech interactions to ensure adherence to company standards and regulatory requirements. - Collaborate with business stakeholders to gather requirements and translate them into analytical i...

Job Description: As a customer service representative, your role will involve handling customer interactions in a courteous and professional manner. You will accurately identify customer needs and provide appropriate solutions or escalations. It is important to maintain up-to-date knowledge of products, services, and processes to serve customers effectively. You will be required to follow defined scripts, procedures, and call quality guidelines to ensure consistency in service delivery. Key Responsibilities: - Handle customer interactions in a courteous and professional manner. - Accurately identify customer needs and provide appropriate solutions or escalations. - Maintain up-to-date knowle...

Role & responsibilities Your roles and responsibilities include: Conduct Transaction Quality Audits Conduct Transaction Data Analysis & Error Analysis Provide Transaction Quality Metrics Provide Feedback and suggestions for improvement Publish Dashboards at defined intervals Drive Quality Initiatives Provide data inputs to internal stakeholders Flexibility and Availability for any ad-hoc business requirement Ensure Confidentiality, availability and Integrity of Data Summarizing of chats based on inputs provided Participate/lead in client/internal calibration sessions Candidates with prior QA Experience in chat handling process would be preferred Knowledge: Understanding of the process, evalu...

Role Quality Assurance Consultant Do - Support process excellence initiatives and drive improvement projects. - Drive benchmarking and best practices deployment across accounts. - Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT/PCSAT risks. - Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure. - Drive projects to improve and maintain the profitability of the process. - Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen on the process floors. - Drive standardization practices on the floor and ensure strict compliance in internal and client defined pr...

Min 2yr BPO Quality Manager Exp on the paper FEMALE ONLY , AM/DM cannot apply Manage BPO Quality Team Call Callibration, Audit, Score , CSAT Call/WhatsApp CV Deepshikha 8368531573 Must Knows-English Required Candidate profile WFO-Kolkata only No Quality manager job in Hyderabad/Pune Apply Only if you can relocate. FEMALE ONLY.

Job Title: Quality Analyst (QA) Operations Location: Bangalore Process: Domestic BPO Industry: Customer Support / Contact Center Languages: English & Tamil/Malayalam Job Summary We are looking for a detail-oriented and analytical Quality Analyst (QA) to monitor, evaluate, and improve the quality of customer interactions for our Domestic BPO process . The ideal candidate will ensure compliance with quality standards, identify performance gaps, and work closely with Operations and Training teams to drive continuous improvement. Ability to understand and speak Tamil or Malayalam is a value addition for auditing region-specific calls. Key Responsibilities Monitor and audit customer interactions ...

JD - Training & Quality Improvement Manager The role will be to lead a team of QA and Trainers dedicated to improving our ability to deliver and provide the best customer experience. You will be the custodian of the Quality, Training, and Knowledge Management and Process Improvement across LOBs. Mon - Fri : In office ; Sat : WFH Responsibilities: Quality - Constantly improve quality scores through audits across various LOBs. - Own the CSAT metric and conduct customer feedback audits and derive data insights to optimize the user experience. - Ensure improvement and sustainability of processes across various LOBs based on quality audits and CSAT. - Assist the Operations team in employing innov...

As a Customer Service Representative, your role involves handling customer interactions with courtesy and professionalism. You will accurately identify customer needs and provide appropriate solutions or escalate issues when necessary. It is important to maintain up-to-date knowledge of products, services, and processes to better assist customers. Key Responsibilities: - Handle customer interactions in a courteous and professional manner. - Accurately identify customer needs and provide appropriate solutions or escalations. - Maintain up-to-date knowledge of products, services, and processes. - Follow defined scripts, procedures, and call quality guidelines. - Meet or exceed key performance ...

Title and Summary Lead Platform EngineerOverviewResponsibilities include, but are not limited to, executing efforts in identifying control gaps, designing key control activities, monitoring such activities (via assessment and testing), and driving risk remediation within the Database Engineering platform team This is an exciting opportunity to be part of solving complex problems and working with great Mastercard technology leaders in operations and platforms In this role you'll combine your technical, risk, and control expertise with your keen eye for detail to assess, create, implement, and test robust control activities that fortify the Database Engineering team against threats and potenti...

Job Description Key accountabilities and decision ownership: Ensure Fixed/5G & Mobile activations for Consumer and Enterprise segment is done in defined SLAs. Provide on-call support to sales team on 117 IVR. Track and report call reasons. Support sales team with logging complaints for incorrect recharges done on customer account and take corrective actions as required. Maintain call quality and follow all calls related parameters to ensure best service & support is provided to our sales team. All applications such as, Open UI, ECR, Smartsheet, GWC portal, Remedy Tool, BPM portal etc. needs to be used on a daily basis and advisor needs to be well trained and must have hands on experience on ...

Key Requirements & Details Detail - Specification Experience - 1 to 6 Years (Must have Travel Domain experience) Location - Vashi, Navi Mumbai Compensation - Up to 45,000 per month (CTC) Shifts Rotational - Shifts (24/7), 6 Days Working (Rotational Week Off) Notice Period - Immediate Joiner to 45 Days (Max) Responsibilities (Concise) - Conduct quality audits of customer interactions (calls, chat, email) and travel transactions (bookings, refunds). - Ensure adherence to process guidelines, company policies, and travel industry compliance (GDS knowledge preferred). - Provide one-on-one coaching and feedback to agents to improve performance and skill sets. - Perform Root Cause Analysis (RCA) fo...

Key accountabilities and decision ownership: Ensure Fixed/5G & Mobile activations for Consumer and Enterprise segment is done in defined SLAs. Provide on-call support to sales team on 117 IVR. Track and report call reasons. Support sales team with logging complaints for incorrect recharges done on customer account and take corrective actions as required. Maintain call quality and follow all calls related parameters to ensure best service & support is provided to our sales team. All applications such as, Open UI, ECR, Smartsheet, GWC portal, Remedy Tool, BPM portal etc. needs to be used on a daily basis and advisor needs to be well trained and must have hands on experience on all applications...