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Trukker Technologies logo

Quality Control Professional

1 - 6 years

3 - 8 Lacs

bengaluru

Posted:None| Platform: Naukri logo

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Skills Required

bpo quality monitoring root cause analysis excel call audit compliance monitoring quality analyst customer handling manager quality control crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Bachelors degree in any discipline
  • 1+ years of experience as a Quality Analyst in a BPO / Call Center environment
  • Strong understanding of call audit processes, quality monitoring, and scoring
  • Hands-on experience with audit forms, feedback documentation, and compliance monitoring
  • Familiarity with CRM systems
  • Excellent verbal and written communication skills
  • Proficient in MS Excel and QA reporting
  • Perform daily call audits to evaluate agent performance based on pre-defined audit parameters
  • Ensure adherence to communication scripts, process guidelines, and customer handling protocols
  • Assess and assign quality scores for each call, based on accuracy, empathy, product knowledge, and resolution
  • Validate that agents confirm and document customer details accurately during interactions
  • Categorize and document audit findings under Critical, Non-Critical, and Business Critical errors
  • Provide constructive feedback to team leads and agents to drive performance improvements
  • Work closely with Training and Operations teams to calibrate quality parameters
  • Analyze QA reports and identify process gaps or improvement areas
  • Maintain thorough documentation of audits and feedback logs
  • Participate in root cause analysis for repeated quality issues and drive corrective actions

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