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
Truemeds India is looking for Associate Director - Financial Planning & Analysis to join our dynamic team and embark on a rewarding career journey Collaborate with cross-functional teams to achieve strategic outcomes Apply subject expertise to support operations, planning, and decision-making Utilize tools, analytics, or platforms relevant to the job domain Ensure compliance with policies while improving efficiency and outcomes
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