Quality Analyst- Customer Service

Truemeds

0 years

0 Lacs

mumbai maharashtra india

Posted:1 day ago| Platform:

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Skills Required

service monitoring audits coaching training audit analyze metrics compliance checks calibration analysis excel communication management multitasking reporting

Work Mode

On-site

Job Type

Full Time

Job Description

Job Description:

We are seeking an experienced Quality Auditor with a strong background in BPO operations. The candidate will be responsible for monitoring, evaluating, and improving quality performance through audits, coaching, training, and actionable insights. A strong command of audit frameworks, and performance improvement methodologies is essential.

Job Responsibilities:

Monitor and evaluate inbound/outbound calls and customer interactions to ensure consistent quality standards
Provide real‑time feedback and ongoing coaching to agents, highlighting critical and non‑critical errors
Analyze performance metrics and trends—such as audit scores, FCR, CSAT—and prepare daily, weekly, and monthly quality reports
Conduct random and scheduled audits, including compliance and BI checks, adhering to SLAs and process standards
Participate in calibration sessions and ensure alignment with internal/external quality standards
Document quality issues, root‑cause analysis, and suggested improvements using Excel and dashboards.

Core Skills & Competencies:

Strong analytical and data‑handling skills, especially with MS Excel
Excellent verbal and written communication to articulate feedback clearly and motivate agents
Team-oriented approach with ability to coach, collaborate, and influence across functions
Time management and multitasking capability to monitor calls and manage reporting under tight deadlines

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