Quality Analyst – Call Audit

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Quality Assurance professional

Key Responsibilities:

1. Call Monitoring:

• Listen to live or recorded calls to assess performance and adherence to scripts, policies, and compliance standards.

1. Feedback and Coaching:

• Share constructive, data-backed feedback with agents and conduct regular coaching sessions to improve their performance.

1. Quality Improvement Initiatives:

• Identify performance gaps and contribute to quality improvement plans and process enhancements.

1. Process Compliance:

• Ensure all calls meet regulatory and organizational quality standards.

1. Reporting & Analysis:

• Prepare detailed quality reports, analyze trends, and share actionable insights with the management team.
  

Requirements:

• Experience:

  1–3 years in Quality Assurance or Voice Process (BPO/Call Center industry preferred).

• Skills:

  Excellent communication, coaching, interpersonal, and analytical skills.

• Knowledge:

  Sound understanding of QA tools, call quality parameters, and compliance protocols.