Quality Analyst (Call Audit)

Quality Analyst

IndiaLends

Key Responsibilities:

• Audit and evaluate customer interactions (calls, chats, emails) against quality standards and KPIs.
• Provide constructive feedback and recommendations to agents and team leads for performance improvement.
• Identify trends, areas of improvement, and training needs based on audit findings.
• Collaborate with Training, Operations, and other departments to support quality initiatives.
• Prepare and maintain audit reports, scorecards, and dashboards.
• Conduct regular calibration sessions to ensure scoring consistency across QA teams.
• Assist in updating and refining QA forms, processes, and SOPs.
• Ensure compliance with internal policies, client requirements, and data protection standards.
• Support new process migrations or launches with QA inputs and testing.

Skills & Qualifications:

• Bachelor’s degree in any discipline (preferred).
• 1–3 years of experience as a Quality Analyst or Auditor in a call center/BPO/customer support environment.
• Strong communication skills (verbal and written).
• Excellent attention to detail, analytical thinking, and listening skills.
• Proficient in MS Office (Excel, Word, PowerPoint).
• Familiarity with CRM systems, QA monitoring tools.
• Ability to work independently and collaboratively in a fast-paced environment.

Apply Now:

Send your resume to ritika.mahawer@indialends.com

Subject: Resume || IndiaLends