Quality Analyst

Key Responsibility Area

· Monitor and evaluate outbound calls handled by associates, including escalated interactions.

· Verify medical information and ensure strict adherence to client and compliance guidelines.

· Maintain high accuracy levels in documentation, verification steps, and call outcomes.

· Support new associates by providing clarification on call-handling procedures and workflow steps.

· Deliver daily feedback to team members regarding call quality issues or process deviations.

· Consistently achieve and exceed productivity and quality performance metrics.

Experience in Outsourcing (BPO, KPO, LPO, RPO, ETC) industry is mandatory.

Experience Required

· Minimum 2 to 3 year of experience in an outbound calling role; prior experience in a BPO is preferred.

Skills Required

· Strong communication and customer-handling skills, especially with US clients.

· Strong analytical capability with the ability to identify errors and gaps.

· Good problem-solving skills and attention to detail.

Job Types: Full-time, Permanent

Pay: ₹35,000.00 - ₹40,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Application Question(s):

• How many years of experience do you have as a Quality Analyst in a BPO or call center environment?
• Have you audited outbound call process?
• Have you worked on US-based voice campaigns process before?
• Do you have experience preparing quality reports and presenting trends or improvement plans?
• Are you experienced in monitoring live or recorded calls and sharing feedback with agents?
• Have you conducted refresher trainings or coaching sessions for performance improvement?
• Are you available to work night shifts from 8 PM to 6 AM IST?
• Are you located in Ahmedabad or willing to work from our Nehrunagar office?
• What is your notice period, or when can you join?

Work Location: In person