Posted:2 weeks ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

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 - 30000k 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

Industry
  • Outsourcing and Offshoring Consulting
Employment Type

Full-time




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