Calling 24o7 BPO Services Pvt Ltd

Job Description Key Responsibilities Monitor and evaluate inbound/outbound calls, chats, and emails to ensure quality, accuracy, and compliance with company policies. Provide detailed and constructive feedback to agents and team leaders to drive performance improvement. Conduct regular calibration sessions with the quality and operations teams to ensure scoring consistency. Identify training needs and recommend coaching or refresher sessions. Maintain and update quality monitoring forms, scorecards, and audit reports. Analyze trends and prepare quality performance reports and dashboards. Participate in process improvement initiatives to enhance customer experience. Ensure compliance with client and company quality standards, data privacy, and regulatory requirements. Required Skills & Qualifications Qualification - Graduation Experience - 1 year - 3 years Languages - English, Hindi, Marathi, Tamil, Kannada, Malayalam & Telugu (At lest one Reginal language is mandatory) Strong knowledge of quality monitoring tools and methodologies (e.g., QA scorecards, Six Sigma concepts) Excellent communication, analytical, and interpersonal skills. Ability to provide constructive feedback and manage conflict positively. Proficiency in MS Office (Excel, Word, PowerPoint). Attention to detail and strong documentation skills. Key Performance Indicators (KPIs) Audit accuracy rate Agent compliance and error reduction Improvement in customer satisfaction (CSAT/NPS) Timeliness of feedback and reporting Calibration alignme Other Details Shift - 9am - 6pm Salary - 28000 CTC Working Days - 6 Days Week Off - Rotational Week off Location - Baner Pune Company Name - Calling24o7 BPO Services Pvt Ltd Contact Person - Sanjyot Sawantwadkar 7666221456