Please note that this position is NOT related to IT automation or QA roles in IT field. Only candidates with a BPO Quality Analyst or Quality Auditor background in call monitoring are encouraged to apply. We are seeking a highly skilled BPO Quality Analyst to join our team in Mira-Bhayandar. As a Quality Analyst, you will be responsible for monitoring, evaluating, and improving the quality of BPO services provided by our team and share feedback with the team members. The ideal candidate will have a minimum of 1 year of experience in a quality assurance role within a BPO setting, with a maximum of 8 years of experience. Key Responsibilities: - Conduct quality audits of BPO processes and interactions to ensure compliance with company standards and client requirements - Analyze data and provide insightful reports on quality trends and improvement opportunities - Collaborate with team leaders and agents to identify areas for improvement and implement corrective actions - Develop and maintain quality assurance procedures and guidelines - Train new team members on quality standards and procedures - Participate in client meetings to discuss quality performance and address any concerns or issues - Stay updated with industry best practices and implement them to enhance overall quality Qualifications: - Minimum of 1 year of experience in a quality assurance role within a BPO industry - A bachelor's degree in a related field -Preferred candidate who has worked as a Quality Analyst in BPO industry and added advantage if you have worked for a healthcare process. - Strong understanding of quality assurance principles and methodologies - Excellent analytical and problem-solving skills - Experience with quality management systems and tools - Excellent communication and interpersonal skills - Ability to work independently and in a team setting - Willingness to work in a fast-paced and dynamic environment - Six Sigma or other quality-related certifications are a plus. If you have a passion for maintaining high-quality standards and are looking for a challenging yet rewarding opportunity, then this role is perfect for you. Apply now and be part of our growing team in Mira-Bhayandar.

Company Description MedDirect Services Private Limited offers a range of specialized services including multilingual BPO support, global cold chain logistics through MedDirect Logistics, and business consultation services under MedDirect Business Solutions. We are committed to delivering high-quality solutions tailored to meet the unique needs of our clients across various sectors. Role Description This is a full-time on-site role for an Operations Team Lead - Outbound Sales, located in Banjara Hills. The Operations Team Lead will be responsible for overseeing daily outbound sales operations, managing and mentoring the sales team, ensuring customer satisfaction, and maintaining communication and coordination among team members. The role involves analytical tasks to monitor and boost sales performance, manage operational processes, and achieve business targets. Qualifications Strong Operations Management and People Management skills Excellent Customer Satisfaction and Communication skills Advanced Analytical and Excel skills Ability to lead and develop a team effectively Prior experience in a similar role is preferred

Only candidates with a BPO / Customer Service / Customer care / Call Centre / Non-IT background in Quality Analyst or Quality Auditor role for call monitoring are encouraged to apply. Please note that this position is NOT related to IT automation or QA roles in IT field. Apply for this job application through the below link: https://forms.gle/wLYdH8tYkMDDHvzBA Position: BPO Quality Analyst – Call Monitoring Location: Mira-Bhayandar We are looking for a dedicated and detail-oriented Quality Analyst to join our call center team in Mira-Bhayandar. In this role, you will be responsible for monitoring customer interactions, evaluating call quality, providing constructive feedback to agents, conducting training sessions, and helping drive continuous improvement in customer experience. Key Responsibilities: • Monitor and evaluate live and recorded calls to ensure compliance with quality standards and customer experience benchmarks. • Share timely, actionable feedback with agents to drive individual and team performance. • Conduct regular Call Gauges and calibration sessions with team leaders to align quality expectations. • Identify patterns, gaps, and training needs through root cause analysis and quality scoring trends. • Collaborate closely with operations and training teams to improve agent skills and enhance customer satisfaction. • Conduct refresher training, soft skills coaching, and floor support sessions based on quality insights. • Maintain updated quality guidelines, scorecards, and SOPs aligned with client requirements. • Participate in review meetings with internal stakeholders and clients to report on quality metrics. • Stay current on BPO and customer service trends to continually enhance quality assurance processes. Qualifications: • Minimum 1 year or above of experience in a BPO Quality Analyst role (Call Monitoring or Quality Assurance). • Minimum qualification is HSC (12th) or above such as Bachelor’s degree in any discipline. • Preferred: Experience in healthcare BPO processes. • Strong understanding of call quality parameters, customer satisfaction metrics, and call calibration methods. • Excellent communication and interpersonal skills with a knack for delivering constructive feedback. • Proficiency in Excel, QA dashboards, and quality management tools. • Strong problem-solving skills and the ability to work independently as well as part of a team. • Certification in Six Sigma, COPC, or any quality framework is an added advantage. If you’re passionate about improving customer service, enjoy mentoring teams, and want to be a part of a growing and dynamic organization, this role is for you. Be a key driver of quality excellence in our call center operations. Apply now and grow with us!