Quality Analyst-BPO(Uk Shift)

Job Description: You will be joining Zouma Consulting Services as a Quality Coordinator based in Mohali on-site, where you will play a crucial role in upholding the highest standards of quality for both voice and non-voice processes. Your responsibilities will also include supporting training and continuous improvement initiatives. Key Responsibilities: - Conduct call audits and provide structured feedback to team members. - Monitor and evaluate calls, chats, and non-voice processes to ensure compliance with quality standards. - Drive improvements in customer experience by focusing on CSAT, SLA, and CTH metrics. - Deliver training sessions and coaching to improve team performance. - Identify gaps, analyze trends, and share actionable insights with the management team. - Collaborate with stakeholders to ensure quality objectives are consistently met. Qualifications Required: - Strong communication and interpersonal skills. - Prior experience in call audits, training, and quality analysis for both voice and non-voice processes. - Good understanding of CSAT, SLA, CTH, and other quality KPIs. - Ability to work independently as well as part of a team. - Detail-oriented with a focus on continuous improvement. If you are passionate about maintaining quality standards and possess the necessary expertise, Zouma Consulting Services invites you to apply for this role. Join our team to be part of a growing consulting company with a collaborative work culture that values innovation and excellence. Benefits include health insurance and provident fund. This is a full-time, permanent position with an expected start date of 06/10/2025. Apply now to make an impact and grow with us.,