Quality Auditor

Job Description

*Job Title:* Quality Analyst (QA) BPO Quality Auditor BPO *Location:* Mohali *Company:* Aspire Teleservices *Job Description:* We are looking for a detail-oriented and experienced *Quality Analyst* to join our team. The QA will be responsible for monitoring and evaluating the quality of customer interactions, ensuring high standards of performance across all operations. The role demands strong analytical skills, attention to detail, and the ability to provide actionable feedback to improve service delivery. *Key Responsibilities:* - Monitor and evaluate inbound and outbound calls, emails, and chat interactions for quality assurance. - Ensure adherence to company policies, procedures, and client expectations. - Provide feedback to agents and team leaders on areas for improvement. - Collaborate with operations, training, and other teams to implement quality improvement initiatives. - Identify training needs based on quality evaluations and suggest solutions. - Prepare and maintain detailed reports and quality performance metrics. - Participate in calibration sessions with clients and internal teams to ensure quality consistency. - Recommend process improvements to enhance overall service quality. *Key Requirements:* - Previous experience as a *Quality Analyst* in a BPO or call center environment. - Strong understanding of *call monitoring, **quality standards, and **evaluation tools*. - Excellent analytical and problem-solving skills. - Strong communication skills for delivering clear, actionable feedback. - Ability to work collaboratively with different teams and drive performance improvements. - Proficiency with MS Office tools, especially Word and Excel. - High attention to detail and ability to handle multiple tasks in a fast-paced environment. - Flexibility to work in shifts and adapt to changing client and business needs. *What We Offer:* - Competitive salary and benefits. - A dynamic and collaborative work environment. - Opportunities for professional growth and career development. Call HR Nitin for more details