187 Call Quality Jobs - Page 4

Roles and Responsibilities: Responsible for identifying and assessing training needs within an organization, developing training plans, and implementing various training methods to enhance employee skills and performance. Monitor, evaluate, and score outbound and inbound calls against established quality assurance standards. Identify and assess future and current training needs through job analysis and consultation with line managers. Audit calls to gauge call quality and gather actionable insights. Give feedback for the audited calls to drive quality and conversion improvement. Publish reports based on audit findings. Draw an overall or individualized training and development plan that addresses needs and expectations. Prepare and present performance analysis, QA reports, and/or other information on quality performance. Train, onboard, and evaluate new auditors. Monitor employee performance and response to training. Evaluate employee performance to gauge where skills are lacking. Develop training manuals that target tangible results. Conduct effective induction and orientation sessions. Monitor and evaluate the training programs effectiveness, success, and ROI periodically and report on them. Collaborate with various departments to ensure employees receive the necessary training and design training documents. Able to manage team 8-10 auditors. Skills Required: Excellent communication and leadership skills. MS Office proficiency Strong writing and record-keeping ability for reports and training manuals. Proven work experience as a sales trainer and auditor. Ability to plan, multi-task, and manage time effectively.

Quality Analyst- Operations Roles and Responsibilities : Responsible for calibrating and supporting quality standards. Participates in joint call (contact) monitoring with client, client services team and call center team. Ensure that client quality and corporate customer satisfaction goals are met or addressed in a timely manner. Analyze customer satisfaction and dissatisfaction data; recommend solutions to address root cause. Monitor quality and accuracy attributes; recommend solutions to address root cause. Assist in customization of quality review guidelines per client specification and creation of plans to achieve quality/customer satisfaction goals. Provide recommendations on improving the quality process to achieve goals and objectives. Develop a strong partnership with Client quality contacts to ensure quality goals and objectives are calibrated. Coordinate efforts with Educational Services to ensure that appropriate training and development is in place to address client quality initiatives. Monitor COPC requirements for the site. Education (if beyond High School or equivalent) : Minimum Graduate(Any Bachelors Degree Holder would be eligible). Experience Target (in this job or a related function/field) : One or more years’ experience demonstrating knowledge of call center operations, goals and processes. Skills : (identify essential skills required, and identify additional skills that enable success in performing this job) Basic PC skills. Strong customer service and interpersonal skills. Good verbal and written communication skills. Research, analytical and problem-solving skills. Knowledge/Abilities : (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job) Knowledge and effective use of quality management processes and tools. Ability to work well independently or within a team.

About the Role: As a Quality Auditor you will be responsible for evaluating, monitoring, and assessing the performance of Assissted Growth (Telesales) representatives to ensure adherence to company standards, policies, and customer service protocols. The role involves conducting regular audits of recorded calls/chats, reviewing sales processes, identifying areas for improvement, and providing constructive feedback to help optimize sales effectiveness, compliance, and customer satisfaction. Role Responsibilities: 1. Review and audit recorded calls/ chats to ensure adherence/compliance with established internal control procedures by examining centres, reports, operating practices, and documentation 2. Deliver detailed and actionable feedback to telesales agents, highlighting strengths and areas for improvement. 3. Communicate the audit findings by preparing a final report; identify and promote continuous improvement opportunities in training, process, policies and facilities 4. Enforce adherence to requirements; advising management on needed actions 5. Prepare special audit and control reports by collecting, analysing, and summarising operating information and trends 6. Contribute to team effort by accomplishing related results as needed 7. Maintain focus on data integrity, customer safety and producing work of the highest quality 8. Identify barriers to customer success wherever they originate (tools, training, etc) 9. Become an "expert" on support processes and make recommendations towards next steps based on customer experience 10. Collaborate with training teams to identify training needs based on audit results. 11. Work closely with team leaders, supervisors, and managers to ensure alignment on performance expectations and the implementation of corrective actions when necessary. Qualifications: 1. Any Bachelor's degree 2. At least 1-2 years of prior experience in telesales, customer service, or a related field. 3. 1-2 years of prior experience in quality management roles 4. Six Sigma Certification is an added advantage Skills: 1. Basic proficiency in productivity tools (email, calendar), Microsoft Suite (excel, PowerPoint), Google sheets, Google docs 2. Proficiency in Hindi and Regional language is an added advantage 3. Self motivated, ability to prioritize and manage multiple tasks effectively while meeting deadlines.and reliable to meet deadlines 4. Proven ability to work in a fast-paced team setting 5. Strong problem-solving and data analysis skills to assess trends and performance metrics 6. Ability to work cross functionally with other departments Working Conditions: The role is based in the office The workweek is Monday to Saturday

Job Description : Managing the day-to-day performance of the Contact Centre Operations and expected to shape the future of a Contact Centre Operations being committed to deliver a great customer contact experience through a variety of customer contact channels To deliver a best-in-class service, meeting or exceeding the KPIs Manpower planning, Rostering and Designing call center strategy to implement short/long-term plans for achieving process objectives Evaluate and Analyze performance against call center metrics for your team and set targets to continuously improve agent productivity and call center efficiency Be responsible for the end-to-end customer contact processes and their associated customer experience, supporting company's initiatives to drive improvements, improve efficiency and reduce complaints Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions Requirement : 7-10 Years of proven experience of leading a service driven contact Centre operation with experience of managing an operation through periods of significant growth or change Handled Call Centers for both Customer Service and Cross-Sell Processes Experience in Outbound Sales Contact Centre Management and Operations Management Experience with automation of processes through tech integration Quality & Process Orientation Strong analytical and decision-making skill Strong customer-facing and communication skills Problem Solving Skills

We are looking for Quality analyst Salary package upto 4.8lpa Need Customer service relevant on paper experience Telephonic interview Good English speaking skills, Should have knowledge of Qc tools and parameters. Interested call HR Salman 7666535407

Requirement of the role- 6 Days working on roster basis & 1 day Rotational off * Listen to and assess telesales calls for quality, compliance, and effectiveness. * Score calls based on predefined quality parameters such as sales pitch, objection handling, and closing techniques. * Identify areas of improvement and provide constructive feedback to agents. * Provide insights and suggestions to enhance call scripts and sales techniques. * Share regular reports with management for decision-making.

5+ years ofexperience in office 365. What you ll do: Strong experience in managingand troubleshooting Microsoft Exchange Online (EXO). Familiarity with Exchange Hybridenvironments, including migration and coexistence setups. Hands-on experience withPowerShell for administration and automation tasks. Experience with mail flowtroubleshooting (Message Tracking, Queues, Delivery Reports, etc.). Understanding of email securityprotocols like SPF, DKIM, and DMARC. Knowledge of Exchange OnlineProtection (EOP) and anti-spam/anti-malware configurations. Experience with Outlook clienttroubleshooting, including profile issues, OST/PST management, andAutodiscover. Experience with Azure AD andOffice 365 integration. Familiarity with compliancefeatures like retention policies, litigation hold, and eDiscovery. Strong knowledge of the M365suite of applications (Exchange Online, SharePoint Online, Teams, OneDrive,etc.). PowerShell proficiency forautomating tasks, user management, reporting, and issue resolution. Experience managing emailsecurity (SPF, DKIM, DMARC) and compliance policies. Experience with Azure ActiveDirectory (Azure AD) and Conditional Access Policies. Strong knowledge of Teamsadministration, meeting and messaging policies, and call quality monitoring. Proficiency with MicrosoftEndpoint Manager/Intune for device and app management. Familiarity with M365 SecurityCompliance Center and Office 365 Security tools (DLP, ATP, AIP). Strong troubleshooting skills,including experience with Service Health and Message Trace tools. Ability to handle escalatedsupport tickets and liaise with Microsoft support as required. What we offer: Insurance Group Medical Coverage, Group Personal Accident, Group Term Life Insurance Rewards and Recognition Program,Employee Referral Program, Wellness Program and CSR Initiatives Maternity and Paternity Leaves Company Sponsored CertificationProgram Learning/Development Courses,Cross Skill, Mentorship and Leadership Programs

3-4 years of experience inoffice 365 What you ll do: Strong experience in managingand troubleshooting Microsoft Exchange Online (EXO). Familiarity with Exchange Hybridenvironments, including migration and coexistence setups. Hands-on experience withPowerShell for administration and automation tasks. Experience with mail flowtroubleshooting (Message Tracking, Queues, Delivery Reports, etc.). Understanding of email securityprotocols like SPF, DKIM, and DMARC. Knowledge of Exchange OnlineProtection (EOP) and anti-spam/anti-malware configurations. Experience with Outlook clienttroubleshooting, including profile issues, OST/PST management, andAutodiscover. Experience with Azure AD andOffice 365 integration. Familiarity with compliancefeatures like retention policies, litigation hold, and eDiscovery. Strong knowledge of the M365suite of applications (Exchange Online, SharePoint Online, Teams, OneDrive,etc.). PowerShell proficiency forautomating tasks, user management, reporting, and issue resolution. Experience managing emailsecurity (SPF, DKIM, DMARC) and compliance policies. Experience with Azure ActiveDirectory (Azure AD) and Conditional Access Policies. Strong knowledge of Teamsadministration, meeting and messaging policies, and call quality monitoring. Proficiency with MicrosoftEndpoint Manager/Intune for device and app management. Familiarity with M365 SecurityCompliance Center and Office 365 Security tools (DLP, ATP, AIP). Strong troubleshooting skills,including experience with Service Health and Message Trace tools. Ability to handle escalatedsupport tickets and liaise with Microsoft support as required. What we offer: Insurance Group Medical Coverage, Group Personal Accident, Group Term Life Insurance Rewards and Recognition Program,Employee Referral Program, Wellness Program and CSR Initiatives Maternity and Paternity Leaves Company Sponsored CertificationProgram Learning/Development Courses,Cross Skill, Mentorship and Leadership Programs

4+ years of experience in office What you'll do: Strong experience in managingand troubleshooting Microsoft Exchange Online (EXO). Familiarity with Exchange Hybridenvironments, including migration and coexistence setups. Hands-on experience withPowerShell for administration and automation tasks. Experience with mail flowtroubleshooting (Message Tracking, Queues, Delivery Reports, etc.). Understanding of email securityprotocols like SPF, DKIM, and DMARC. Knowledge of Exchange OnlineProtection (EOP) and anti-spam/anti-malware configurations. Experience with Outlook clienttroubleshooting, including profile issues, OST/PST management, andAutodiscover. Experience with Azure AD andOffice 365 integration. Familiarity with compliancefeatures like retention policies, litigation hold, and eDiscovery. Strong knowledge of the M365suite of applications (Exchange Online, SharePoint Online, Teams, OneDrive,etc.). PowerShell proficiency forautomating tasks, user management, reporting, and issue resolution. Experience managing emailsecurity (SPF, DKIM, DMARC) and compliance policies. Experience with Azure ActiveDirectory (Azure AD) and Conditional Access Policies. Strong knowledge of Teamsadministration, meeting and messaging policies, and call quality monitoring. Proficiency with MicrosoftEndpoint Manager/Intune for device and app management. Familiarity with M365 SecurityCompliance Center and Office 365 Security tools (DLP, ATP, AIP). Strong troubleshooting skills,including experience with Service Health and Message Trace tools. Ability to handle escalatedsupport tickets and liaise with Microsoft support as required. What we offer: Insurance Group Medical Coverage, Group Personal Accident, Group Term Life Insurance Rewards and Recognition Program,Employee Referral Program, Wellness Program and CSR Initiatives Maternity and Paternity Leaves Company Sponsored CertificationProgram Learning/Development Courses,Cross Skill, Mentorship and Leadership Programs

Job Summary: We are seeking a detail-oriented and experienced Quality Call Analyst to monitor and evaluate inbound and outbound calls to ensure quality standards are met. The ideal candidate will have a strong understanding of call center operations, excellent analytical skills, and a passion for enhancing customer experience through process improvement and agent coaching. Key Responsibilities: Monitor live and recorded calls to evaluate customer service performance based on quality guidelines. Identify trends, gaps, and opportunities for performance improvement. Provide structured feedback and coaching recommendations to agents and team leaders. Maintain and update QA scorecards and evaluation forms. Collaborate with training and operations teams to ensure compliance with company policies and procedures. Generate regular reports on quality scores, trends, and compliance metrics. Participate in calibration sessions to align evaluation standards across teams. Recommend process improvements to enhance service quality and customer satisfaction Requirements: Experience in quality monitoring for voice and non-voice (email/chat) processes. Certification in Quality Assurance (e.g., Six Sigma Yellow Belt, COPC) is a plus. 13 years of experience as a Quality Analyst or in a similar QA role in a call center or BPO. Strong knowledge of customer service metrics, KPIs, and QA tools. Excellent listening and analytical skills. Strong verbal and written communication skills. Proficiency in using call monitoring systems, CRM, and reporting tools (e.g., NICE, Five9, Salesforce, Excel). Ability to handle sensitive and confidential information.

Need English Senior Quality Analyst. 1+ yr of PPC Travel experience mandatory Night and Evening shift. Salary up to 55K cabs +meal 5 days working Call Or whatsapp your cv +918864946771 Required Candidate profile Excellent communication skills in english immediate joiners or max 10 days only travel background voice process call 8864946771 Perks and benefits both sided cabs meals

Job description Hi, We are hiring experienced customer support professionals for UK shifts (1.30pm to 10.30pm ) Experience - 1 yr & above (only from customer support background) Work from office only Shift timings - 1.30pm to 10.30pm / 2.30pm to 11.30pm Should be able to join immediately 5 days working in a week and saturday and sunday fixed off Free cab facility provided for pick and drop(*25km radius, door step pick and drop) Good communication skill in English is required We are looking for immediate joiners only Interested candidates can Share your resume through WhatsApp to pavithra Hr -7845935727(No calls pls) Job Responsibilities: Responsible for reviewing associate's quality of phone and/or non-voice interactions based on client established quality measures. Responsible for monitoring associate's compliance to business rules and processes, and report any breaches identified. Responsible for completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting. Assist in making recommendations for quality assurance improvement, particularly around their workflow and knowledge guides Being able to work at speed, accurately to agreed targets Excellent analytical skills, ability to synthesize data from various sources Excellent time management and organizational skills Knowledge Basic knowledge of computers and use of software. Knowledge of quality assurance standards and methodologies, would be an advantage Education: Higher secondary & above Interested candidates kindly share your updated cv to the below contact number -(H.R PAVITHRA)- 7845935727

Key Requirements: Location: Shillong Should have worked in International BPO (no domestic) Flexible for US shift Lean Six Sigma Green Belt certified, Should have worked on DMAIC projects, minimum 6 years of transactional quality experience, experience on minitab is an added advantage Knowledge of 7 QC tools and statistical tools Handled a good span of control, should have worked at manager level for at least 2-3 years. Job Description: Mandatory requirement: Should have transactional quality experience Should be able to use quality tools and should have analytical bent of mind Six sigma green belt certification Experience in retail sector will be an added advantage Should have worked on at least 2 - 4 projects Client Interaction Should be comfortable to work in rotational shift BPO sector experience Job Responsibilities 1. Client interactions 2. Manage and develop improvement plans in liaison with other department(s) 3. Effective resource utilization 4. Meeting & exceeding defined KPIs 5. Able to motivate team members. 6. Manage Operations Quality Team a. Effective resource utilization b. Meeting & exceeding defined KPIs c. Able to motivate team members d. Initiate KPI projects 7. Assures effective process and policy mechanisms are in place 8. Develops and assures compliance with the Service Level Agreements between internal and external customers 9. Assures confidentiality and integrity of data 10. Assures implementation of compliance with the Information Technology Standards (System checks, whitelist) 11. To oversee risk management activities across the Program 12. Developing, establishing, and maintaining an effective system-wide compliance and ethics program designed to prevent, monitor, detect, and respond to non-compliance and recommend corrective actions to fully meet regulatory requirements. This includes a system of education and training to promote compliance awareness. 13. Identify and address compliance gaps (issues or processes where compliance risk exposure exists or accountability is not clear), particularly where such issues involve more than one functional unit. 14. Ensure audits like contractual, compliance (BGC, access management) are conducted. Also assessments with various departments Minimum requirements (Education Qualification & Work Experience) Education Qualification : Graduate & above (Any Discipline) Certification / Trainings if any: Green belt certified

Role & responsibilities Person Handling Team of Quality. Individual will be Co ordinating with Client. Individual should have Experience of Telecom Industry. Should be Aware of QC Tools. Should be maintaining Dashboards. Preferred candidate profile Should be a Graduate. Should be Comfortable for Lucknow Location. Should be comfortable for 24*7 Shift Timing.

Job Overview: The Quality Analyst for Sales Calls is responsible for monitoring, evaluating, and improving the quality of sales calls handled by sales representatives or agents. The primary goal is to ensure that sales calls meet company standards for professionalism, compliance, customer engagement, and effectiveness in driving sales. The role involves analyzing call recordings, providing feedback to sales agents, and collaborating with management to enhance sales processes and outcomes. Key Responsibilities: Monitor and Evaluate Calls: Listen to and evaluate recorded sales calls to ensure adherence to company scripts, policies, and quality standards. Assess call quality based on customer engagement, sales pitch effectiveness, product knowledge, and overall professionalism. Provide Feedback: Provide constructive feedback to sales agents, highlighting strengths and areas for improvement. Conduct one-on-one coaching sessions with agents to improve sales techniques, customer interaction, and call outcomes. Reporting and Documentation: Document call evaluations and performance trends, tracking metrics such as call quality, conversion rates, and customer satisfaction. Create regular performance reports for sales team managers, highlighting areas for training or improvement. Compliance and Process Improvement Key skills & Qualification: Experience: Prior experience in a call center, sales, or quality assurance role preferred. Familiarity with sales processes and understanding of sales goals and KPls. Analytical Skills: Strong attention to detail, with the ability to identify trends, patterns, and areas for improvement in sales calls. Ability to analyze data and create actionable insights for sales teams. Communication: Excellent verbal and written communication skills to provide clear feedback and collaborate with team members. Problem-Solving: Strong problem-solving skills to identify root causes of performance issues and suggest improvements. Technical Proficiency: Familiarity with call monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, etc.)

Role: Lead the Quality team and the primary responsibility will be to monitor the work allocation, attend client calls and SMR, prepare different reports, work closely with Ops to ensure that the process is functioning smoothly Responsibilities: Manages a team of Quality Managers, DMs and AM,s across the account geographies To manage transaction quality performance for a customer service voice and chat process Participates in design of call & email monitoring formats and quality standards Defines Quality Framework, CTQs and implementation of Quality Control Plan To conduct audits as per defined guideline and sampling for transaction monitoring To ensure 100% closure of feedbacks To create and publish regular audit reports with management and clients (daily, weekly, monthly) To identify gaps and plan feedback and refresher sessions with agents to improve Quality of calls & emails To drive process improvement initiatives and GB/TB projects To drive calibration sessions with internal or external customers Leads quality monitoring and analysis team and provide trend data to site management team on a regular basis Gives subordinate opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output Maintain overview of daily records, MOMs and Action items Organize touch-base meetings with Operations Leadership and discuss on AOIs and major concerns Preferred candidate profile Minimum 15 years of relevant work experience in BPO with 2-3 years in current role as Sr. Manager / Manager Quality in a call center or backend environment (Inbound/outbound calls, Emails/Chats) preferably within Telecom industry Strong understanding of quality assurance methodologies, tools, and frameworks. Familiarity with SLA and KPI management in high-volume customer-facing environments. Expertise in data analysis, reporting, and deriving actionable insights.

Roles and Responsibilities Monitor calls using 7QC tools to ensure adherence to quality standards. Conduct call audits to identify areas of improvement in customer service quality. Perform root cause analysis on issues identified during call monitoring and implement corrective actions. Develop and maintain documentation for quality control processes. Collaborate with team members to improve overall process efficiency and effectiveness.

Roles and Responsibilities Conduct quality audits, call calibrations, and root cause analysis to ensure adherence to quality standards. Analyze calls using tools like 7QC, Pareto analysis, TNI, and Six Sigma Quality principles. Provide feedback on call quality and suggest improvements through QC tools like Call Audit and Call Monitoring. Collaborate with team members to implement quality improvement initiatives and maintain high levels of customer satisfaction. Perform voice processing tasks such as BPO processes and Domestic BPO services. Desired Candidate Profile Strong knowledge of Gujarati/Marathi language skills are required for this position. Proficiency in using QC tools like 7QC Tools, Pareto Analysis, TNI etc. . You can also share your resume on this mail id lovisha.ahluwalia@teleperformancedibs.com

Job Description: Thank you for your interest in the trainer position. As part of the selection process, we would like you to prepare a 10 to 15-minute virtual presentation on the following topic: Handling Difficult Calls How to Effectively Manage Calls with Upset or Dissatisfied Customers. We encourage you to be creative and demonstrate your ability to engage your audience while delivering the content. Since this role involves training customer service agents, we will be evaluating not only your knowledge of the topic but also your presentation and facilitation skills. Presentation Guidelines: • The presentation must be conducted in English and delivered virtually. • Ensure that your approach is engaging and interactive. Submit any supporting materials (slides, handouts, or other training aids) at least 12 hours before your scheduled presentation date. This presentation is the first phase of the selection process. Please confirm your availability and let us know if you have any questions. 15 minutes for them to present and 30 minutes for the interview: total 45 minutes Responsibility Statements Conducts training classes for employees on the features and operation of products and technology, client tools, processes, including basic soft skills. Responsible for design and update of basic level training materials and courses based on client or internal needs. Organizes training content in a clear sequence for delivery. Works with subject matter experts to keep content current and effective. Reviews and prepares training resources and materials to deliver classes. Collects training feedback from participants. Conducts "train the trainers" sessions, as necessary. Analyzes, produces, and distributes training reports. Guides other trainers and assigns tasks. Performs other duties as assigned Complies with all policies and standards

Send resume: Raveena@wissenpro.com Call: 70320 46318 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, and utilize 7 QC tools for quality tracking and analysis. 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.

Send resume: Raveena@wissenpro.com Call: 70320 46318 Role: Manager Quality / Training & Quality Manager Role and Key Responsibilities: Act as a primary POC between the QA teams, OPS & clients. Recommended responsibilities include but are not limited to the following: Lead, manage, motivate, and mentor a team of Quality Analysts Drive consistency to ensure the strong quality performance and alignment across all programs Deliver process as well as agent level insights to continuously improve and deliver outstanding customer experience across the program Work alongside Ops and hiring team to provide on-boarding, coaching, remediation, training and development for QAs and QA Leads Implement and drive the QA process and structure Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders Implement initiatives and projects to counteract any possible trends, drive business KPIs Aggregate audit findings and analyse gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency Analyse quality and performance trends to provide recommendations for program improvement Responsible for the delivery of vendor quality metrics at management reviews Key skills & knowledge: Excellent communication & interpersonal skills Excellent MS Office skills (presentation & excel) Excellent knowledge of Quality & Analytical tools Should be well versed with Qualitative concepts Should have worked on process improvement projects driving Customer Experience, Process Improvements & Profitability

Roles and Responsibilities Conduct call audits to identify areas of improvement in customer service quality. Provide feedback to agents on their performance, highlighting strengths and weaknesses. Monitor calls using BPI tools to ensure adherence to quality standards. Perform quality monitoring activities to maintain high-quality services. Identify opportunities for process improvements through analysis of data collected during call monitoring. Desired Candidate Profile 1-3 years of experience as a Quality Analyst or similar role. Proficiency in Call Monitoring, Call Audit, Call Quality, Feedback, Quality Monitoring, and Quality Audit tools.

Roles and Responsibilities: Responsible for identifying and assessing training needs within an organization, developing training plans, and implementing various training methods to enhance employee skills and performance. Monitor, evaluate, and score Outbound/inbound calls against established quality assurance. Identify and assess future and current training needs through job analysis and consultation with line managers. Audit calls to gauge call quality and gather actionable insights. Give feedback for the audited calls to drive quality and conversion improvement. Publish reports based on audit findings. Draw an overall or individualized training and development plan that addresses needs and expectations. Prepare and present performance analysis, QA reports, and/or other information on quality performance. Train, onboard, and evaluate new trainers. Monitor employee performance and response to training. Evaluate employee performance to gauge where skills are lacking. Develop training manuals that target tangible results. Conduct effective induction and orientation sessions. Monitor and evaluate the training programs effectiveness, success, and ROI periodically and report on them. Collaborate with various departments to ensure employees receive the necessary training and design training documents. Skills Required: Excellent communication and leadership skills. MS Office proficiency Strong writing and record-keeping ability for reports and training manuals. Proven work experience as a sales trainer and auditor. Ability to plan, multi-task, and manage time effectively. Qualification: Graduate & Above

Call HR Sunanda 9945807247 Responsibilities of Call Quality Analyst: Monitoring Calls: Listening to live, recorded, and side-by-side calls to assess agent performance and identify areas needing improvement. Sal up to - 35k Need Immediate Joiners.

Role: Quality Analyst Exp: Min 6 months in BPO QA Edu: Graduate must Skills: Audits, RCA, Feedback, Reporting Comms: Excellent English required Shift: Day Shift Salary: Up to 32K CTC Job Type: Full-Time Loc: Gurugram HR Manager Manish 7062933674