218 Call Audit Jobs - Page 3

As a Quality Analyst , you will complete audits or evaluations. This may include quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, Ticket Closures, etc. You will ensure that your defined monthly or weekly evaluation targets are met. Roles and responsibilities: Audit calls/interactions/transactions for aligned Teammates Coach Teammates for performance improvement (campaign specific) Report performance for an aligned span on a daily/weekly/monthly basis Provide inputs and basis audits for briefings and training which need identification Partner with Team Leaders (TLs) in leading team meetings for metrics improvement Participate in strategic projects for the campaign/LOB Identify and escalate any potential quality issues per defined process Isolate and report defects; verify defect fixes Suggest process/system improvements based on common customer concerns Accomplish other responsibilities assigned by management Drive quality initiatives, contests and campaigns for the assigned span Be updated on knowledge and serve as SME for the campaign/LOB Technical skills and qualifications: Graduate of any course (preferred) Basic understanding of Types of companies, Promoter Holdings & adherence to government regulations” Must have worked in customer service (Voice & Back Office experience preferred) At least one-year of work experience as a Quality Analyst (preferred) Basic skills in Excel or Google Sheets Problem-solving skills Familiarity with the application of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred) Soft skills: Proficiency in English language - C1/C2 preferred Has strong customer centricity Can assertively provide constructive feedback Has good written and verbal communication skills Thinks logically Can manage conflicts Pays strong attention to detail Can work with minimal supervision Demonstrates initiative and good judgment Can work on multiple projects and is versatile Can establish and maintain effective working relations with a wide variety of individuals Can work with a diverse team Has a Continuous Improvement mindset Personality traits required: Demonstrates clear thought process Articulates clearly Exercises conscientiousness and diligence Demonstrates assertiveness

Department/Group: Service Quality Will Train Applicant(s):Yes Role and Responsibilities Manage and monitor operational activities related to successfully completing quality work (e.g., work plans/schedules, call monitoring, case files, productivity tracking and other quality reviews). Regularly conduct audits and participate in regular structured interventions. Ensure the team managed is calibrated on the requisite benchmark. Execute periodic projects having a direct linkage to improvement in productivity, increased throughput, and reduction in costs, improving quality and net promoter score. Develop and implement appropriate training related to quality policies, procedures and processes and other quality initiatives for various audiences (e.g., Quality CoE, Operations Leaders, Operations teams, etc.) Serve as the subject matter expert for quality management systems including the call monitoring and document management systems. Lead best practice sharing and learning sessions related to quality with quality analysts and quality subject matter experts. Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders). Actively measure, monitor, trend and report quality metrics to identify potential quality concerns. Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required. Participate in stakeholder meetings to represent the quality function for the site managed. Experience as Call Centre agent handling customer and also experience in Call audits Keeping oneself updated with latest product/process by monthly self-call taking activity Preferred Skills Good listening skills Maintains a high level of professionalism Skilled in conflict management Ability to confidently facilitate team discussion on quality/ COPC parameters Experience in coaching and leading employees Understanding and practical experience in effective coaching techniques Ability to continually support employees through individual development plans Time management, organizational talent and presentation skills Ability to deal with constant change positively and maintain high motivation Drives team engagement and actions through internal survey results and insights Help associates understand the performance bar and supports them to reach it Good listening and conversation skills Ability to confidently facilitate team discussion on quality/Weekly/ Monthly meets on parameters

About The Role We are seeking an experienced and results-driven Customer Support Team Leader to manage chat functions and inbound call functions, ensuring exceptional customer experience. You will be responsible for overseeing and building a strong team, developing strategies to enhance customer satisfaction, and achieving operational excellence. Key Responsibilities: Supervise a team of customer support agents, providing guidance, coaching, and support to ensure individual and team success. Set clear performance expectations and goals for the team, regularly monitoring performance metrics such as response times, resolution rates, and customer satisfaction scores. Develop and implement strategies to optimize team efficiency and productivity, including resource allocation, workflow management, and process improvements. Foster a positive and collaborative team culture focused on delivering exceptional customer service and support. Handle escalated customer inquiries and issues, demonstrating effective problem-solving skills and a commitment to resolving customer concerns in a timely and satisfactory manner. Conduct regular performance evaluations and provide constructive feedback to team members to support their professional development and growth. Collaborate with cross-functional teams, including training, quality assurance, and product development, to address customer needs and improve the overall customer experience. Stay informed about industry trends, best practices, and emerging technologies in customer support to continuously enhance team performance and capabilities. Qualifications: Bachelor's degree in Business Administration, Marketing, or related field preferred. Proven experience in a customer support or related role, with at least 2 years of experience in a supervisory or leadership position. Strong leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals. Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and team members. Proficiency in Microsoft Office Suite and customer support software platforms. Flexibility to work in a fast-paced and dynamic environment, with a strong commitment to delivering high-quality service to customers. In case you wish to apply to this position, please email your resume to surabhi.kumar@cityfurnish.com and ankush.kumar@cityfurnish.com and contact on 7303801950

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Management Trainee - Training & Quality Responsibilities: New Hire Trainings and Refresher Sessions: Leads NHT program in line with client provided Training content to equip new hires with required knowledge on client processes and tools. Leads the Nesting team of Customer Service & Payment Support specialists to achieve performance goals to be assessed ready for movement to Operations • Quality Monitoring: Evaluate and audit calls/ cases handled by team members to check quality health of the team, providing feedback and implementing improvement plans as necessary to bring in required improvement. • Refresher Trainings and Process Knowledge Tests: Conduct regular training sessions to enhance the skills and knowledge of the team in line with new process updates and check retention through PKTs • Compliance Assurance: Ensure all collection activities comply with industry regulations and company policies. • Reporting: Prepare and present regular reports on team’s training and quality performance, challenges, and achievements to senior management. • Customer Interaction: Handle escalated customer issues and complaints, ensuring a high level of customer satisfaction during no new hire batches to stay update to date with process changes • Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness. • Adhering to client defined Process Flows: Ensuring all operations activities during customer interactions comply with relevant process flows Qualifications we seek in you: Minimum Qualifications / Skills: • Leadership: Ability to inspire and lead new hire batches and Production teams towards achieving common goals in direction of knowledge management and retention. • Problem-Solving: Strong analytical skills to identify issues and develop effective solutions. • Communication: Excellent verbal and written communication skills to interact with team members and customers effectively. • Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities. • Working Window: Mandatory readiness to work during US hours of operations i.e. Evening/ Night shifts (India time) with rotational week offs o Shift window: 10 Hours shift (9 hours production + 1 hour break) o Shift timings in US Hours: ? 6:00 am - 3:00 pm MST ? 7:30 am - 4:45 pm MST ? 10:00 am - 7:00 pm MST o Shift timings in IND Hours: ? 6:30 pm - 3:30 am IST ? 8:00 pm - 5:15 am IST ? 10:30 pm - 7:30 am IST Education Qualification: Graduate or Post Graduate in any field • Advanced knowledge of MS Word & Excel. • Ability to work in a fast-paced environment where standards of quality and timelines are established. • High integrity to ensure compliance. • Ability to work effectively in a team. • Relevant experience with international IB/ OB Voice process • Mandatory experience in Training and/ or Quality function as Process Trainer and/ or Quality Auditor Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability, or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. Furthermore, please note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Hiring for a Quality Analyst (technical Voice support) Skills - Hands-on exp in Service desk and ticketing tools Minimum 2 years exp as a QA CTC - Up to 6LPA Location - Pune Graduates only US Shifts Immediate joiners DM - 8529546798 (Divisha)

Greetings!! Immediate openings for Quality analyst-Int voice process Job Description: Graduate required with International Customer Service experience A Quality Analyst (QA) specializing in call audit and call monitoring typically works within customer service or call centers to ensure that communication with customers meets company standards and regulatory requirements. QA on papers with 1-2 years experience would be preferred Have Good Interpersonal and Coaching Skills Expertise in CSAT/NPS Analysis, RCA and BQM. Proficiency in Excel is mandate (PPT knowledge would be advantage) Preferably from US Healthcare (OB/IB), Banking, Insurance, Pensions and Mortgage. Interested Candidates can share your resume to - anitha.c@sagilityhealth.com

Hiring for QA Collection process. Responsibilities: To audit each type of transactions for the given process as per the process/customers guidelines Understand the process and use of knowledge improvement aids to engage as an subject matter expert Reports quality scores for each process on daily /weekly and monthly basis Participate actively in improvement initiative driven by quality functions Manage QA work in line with BEST Quality Framework Participate in calibration process with fellow QAs under leadership of QL, client on regular appropriate intervals. Conduct analysis for errors and provide process insights on improvements Competencies: Delivers Customer Service Solves Problems Sound knowledge on Microsoft excel and Power point presentation Communicates Effectively Supports Colleague Development Contact: 9449900627 yamanurappa.kuri@teleperformancedibs.com

Soft Skill Audit Language Coach: Jobtitle: Soft Skill Quality Audit and Language Coach WorkLocation: Shriram Gateway- Perungulathur Noof Positions: 5 Expectations: Experience in Coaching/Training Delivery Should be open to work in any shift. Enjoy challenging and diverse workassignments in a fast-paced environment. Rolesand Responsibilities: Monitor calls and emails on communicationand soft skills per sampling plans. Monitor and coach agents on grammar, pronunciation, syllable stress and other aspects of the English language, culture, etc. RequiredSkills: Excellent Communication Skills (Written & Verbal) Strong knowledge of customer care processesand techniques Call quality/ transactional monitoringexperience

We are looking for an experienced and motivated Quality Analyst for quality audits for our telesales team. The successful candidate will assess the quality of the performance of our Telesales associates who deal with our existing and potential customers. The QA will monitor inbound & outbound calls, whatsapp chats, and emails responses to assess the sales associate's demeanor, technical accuracy, sales performance, and conformity to company procedures. You will help develop, create, and implement call quality procedures; and make recommendations for enhancements to training materials to enhance the customer's experience. What you will be doing: Participate in the design of call monitoring formats, quality standards, and calibration at Telesales Performs quality audits and provides TNI & Pareto Analysis for Training & Coaching Use quality monitoring data management system to compile and track performance at team and individual-level & Coach the associates to improve their performance Provide applicable data to multiple internal support groups by identifying customer needs and expectations. Prepares and analyzes internal and external quality reports for management staff review Participates in design of call monitoring formats and quality standards Performs monitors of sales email/whatsapp chat responses Participates in customer and client listening programs to identify customer needs and expectations. Coordinates and facilitates call calibration sessions for Telesales Provides feedback to team leaders/ managers based on team quality performance Prepares and analyzes internal and external quality reports for management review Responsible for Bottom Quartile audits & feedback to enhance the quality & performance metrics Who we're looking for: 3+ years of experience in Telesales (Bilingual-Tamil&Telugu or Malayalam&Kannada) Min 2+ years of experience as a Quality Analyst Excellent communication skills Bachelors Degree or equivalent Proficiency in QA tools & software Strong Analytical & Problem-solving abilities Detail-oriented with a focus on accuracy Ability to work independently & as a part of team What we'll give you: Opportunity to work with a growing and market leader technology company Become the driver of growth for multiple categories on pan India basis Opportunity to work with best minds in the industry

Role & responsibilities Conduct call audits for inbound and outbound calls across sales and customer service teams, ensuring adherence to company standards, compliance, and customer satisfaction goals. Provide structured feedback to agents and team leaders based on audit findings to drive performance improvement. Prepare and present quality reports using Microsoft Excel,Word, and PowerPoint (e.g., pivot tables, charts, performance dashboards). Collaborate with the Operations teams to align quality goals with customer service and sales objectives. Monitor customer feedback and surveys to identify recurring issues and recommend improvements. Support quality-related projects and process improvement initiatives. Preferred candidate profile Bachelors degree is must. 2 - 4 years of experience in a Quality Analyst or similar role, preferably in a BPO, call center, or customer support environment. Strong background in sales and customer service must understand both customer experience and sales lifecycle. Familiarity with call recording systems and CRM platforms. Excellent communication, analytical thinking, and problem-solving skills. High attention to detail and the ability to work independently and collaboratively.

Provide correct information, report error trends & propose action plan to mitigate errors. Organize quality calibration sessions with all employees. Identifying Training Needs (TNI) & conducting Refreshers, PKTs to improve the process knowledge gaps.

Roles and Responsibilities Monitor the voice (Inbound & Outbound) & non voice (Chat and Email) responses to access the associates demeanour, technical accuracy, customer services performance & procedures. Identify and remedy defects within the production process. Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. Compile and analyse statistical data. Participating in design of call monitoring formats and quality standards. Performing call monitoring, identifying errors and best practices on the call. Documenting call behaviours and giving appropriate feedback to the customer service agents. Applying 80:20 rules while giving feedback to the agent, discussing the call and creating an action plan with timelines. Identifying call drivers and reporting to Quality TL/Manager. Using appropriate data management system to compile and track performance at team and individual level. Participating and facilitating Calibrations sessions to check understanding and maintain consistency with feedback. Providing training team with actionable data as and when required. Providing feedback to Call Centre team leaders and managers. Preparing and analysing internal and external quality reports / presentations for management staff review. Performing translations, IVR recordings and language assessments. Regular meetings with Quality manager & Training Manager. Authorities responsible to audit calls, monitor Voice/ Email Conversation and accurately measure qualitative performance of a team. Qualifications / Certifications Education: Graduation Skills & Abilities: Good understanding on basic Quality tools. Should know feedback mechanism. An Analytical Approach. Keen Perception. Genuine Curiosity & Positive Outlook. Proficiency in MS Office (Word, Excel, and Power point). Language proficiency - English, Hindi & Telugu if any other reginal language will be an added advantage. Exceptional Communication Skills. Certifications: If Any. Experience: Min 1+ Year experience. Job location: Madhapur, Hyderabad Workdays: 6 days a week Interested candidates please send resume to shruthi_beulah@apollohospitals.com or WhatsApp CV to 8639839227

Min Exp 1 year in international BPO as QA. Night shifts both side cabs Salary upto 40 K Also, required US Travel Quality Analyst from Travel process night shifts salary upto 45 K Required Candidate profile location Gurgoan call / whats app 7840005099

We have an openings for Quality Analyst Profile for Delhi Location Designation : Quality Auditor / Analyst ( Gujarati Candidate Preferred) Location : Delhi JOB DESCRIPTION : 1. Auditing Quality Trading Calls 2. Calls fatal Check 3. MIS Report 4. Submission Report 5. Accuracy and timeliness in maintaining various MIS. - Should have good communication calls - Should be efficient in Gujarati language - Should be graduate and min 6m to 1Yrs Experiences in International or Domestic BPO in Customer Care Executive or Quality Analyst. - Should have efficiency in MS Excel/Office/PPT Interested candidate can share their Updated cv to payelbarat@smcindiaonline.com or WhatsApp their resume at 9711920057 for further discussion .

Role & responsibilities Monitor and evaluate calls / emails to ensure compliance with company policies, procedures and quality standard. Ensure that associates adhere to regulatory requirements, legal guidelines and industry best practices while interacting with customers. Provide constructive feedback to associates based on quality evaluations and highlighting areas of improvement. Prepare reports and analysis on quality evaluations, findings, identifying trends and areas of improvement. Conduct regular calibration session with supervisors to ensure consistent evaluations and scoring across the team. Identify process gaps or inefficiencies based on quality evaluations and work with relevant stake holders to implement improvement initiatives. Collaborate with operations & training to align quality initiatives, share best practices Preferred candidate profile Good communication skills Keen attention to details Diligent and meticulous Creative and innovate thinker Should be fluent in English and Hindi communication

Role & responsibilities Daily Call monitoring (BAU Audits + Compliance Audits) Team Huddle (Share Updates, Audit Observation, Discuss team challenges) Call listening session , Live call audits (Side by Side) BQM - Bottom Quartile Management Floor Walk , Daily Briefing, Dip - Check Manage Agent wise data & Share process related compliance reports Give insight to improve business Preferred candidate profile Minimum 2 years of experience in Cal Quality Check / Call Audit from any Financial backgrounds. Candidate should have good understanding about call Audit and review Candidate should know Tamil, Hindi and English as mandatory Graduation is mandatory Interested candidate kindly share your resume to the mail id (Swaminathan@indiagold.co)

Key Responsibilities: Quality Assurance Responsibilities: Monitor and evaluate inbound/outbound calls to assess agent performance against quality benchmarks. Provide detailed feedback and coaching to agents to improve call quality, compliance, and customer satisfaction. Identify gaps in process knowledge or soft skills and recommend targeted interventions. Maintain accurate quality reports and dashboards; present insights to leadership and suggest continuous improvement actions. Assist in root cause analysis of quality issues and collaborate on corrective action plans. Key Skills: Strong verbal and written communication Interpersonal and coaching skills Analytical and attention to detail Time management and organization Adaptability and problem-solving

Job Title: Team Leader International BPO (Voice Process) Location: Noida Shift: Rotational | No cabs Mode: Work from Office Joining: Immediate joiners only Requirements: Minimum 12 years of experience as a Team Leader in any International Voice Process (BPO). Strong people management & team handling skills. Experience in achieving KPIs, shrinkage & attrition control. Excellent communication and interpersonal skills. Salary: Up to 75,000 CTC Openings: 3 Share your resume at: 9560883080 (Akanksha Sharma) Mention "Team Leader" in the subject. -------------------------------------------------------------------------------------------------------------------- Job Title: Quality Analyst International BPO (Voice Process) Location: Noida Shift: Rotational Mode: Work from Office Joining: Immediate joiners only Requirements: Minimum 12 years of experience as a QA in International Voice Process. Strong in call auditing, feedback sessions & quality metrics. Good knowledge of quality tools (e.g., RCA, calibration). Excellent verbal and written communication. Salary: Up to 70,000 CTC Openings: 3 Share your resume at: 9560883080 (Akanksha Sharma) Mention "Quality Analyst" in the subject. Email Us: akansha.sharma3@gmail.com

Role Overview: The Quality Analyst is responsible for ensuring that institutional processes, academic delivery, and administrative functions meet defined standards of quality. This role involves conducting audits, evaluating data, identifying areas for improvement, and working closely with various departments to implement and maintain best practices across the organization. Qualification: Bachelors degree in any discipline (preferably in Education, Management, or Statistics) Master’s degree or diploma in Quality Management, Education Management, or related fields (preferred) Certification in Six Sigma/ISO/internal audit (added advantage) 2–4 years of experience in a similar quality assurance or process improvement role Skills: Strong analytical and critical thinking abilities Proficient in MS Office Suite (especially Excel and PowerPoint) Attention to detail with a process-oriented mindset Strong verbal and written communication skills Ability to evaluate compliance and performance metrics Collaboration and coordination skills across departments Time management and documentation expertise Key Responsibility: Monitor and audit academic and non-academic processes as per institutional SOPs Develop quality benchmarks and checklists for departments and processes Collect and analyze data related to staff performance, student satisfaction, and compliance metrics Prepare monthly quality reports and dashboards for management review Coordinate with department heads to ensure timely resolution of quality gaps Assist in internal audits, inspections, and external evaluations Recommend process improvements to increase institutional efficiency and effectiveness Support training programs focused on quality improvement and best practices Maintain documentation for compliance, inspections, and standardization purposes Ensure adherence to regulatory and academic norms Behavioral Attributes: Collaborative Influencer : Builds effective cross-functional partnerships and fosters teamwork. Culturally Inclusive : Promotes diversity, inclusion, and personal growth. Results-Driven : Focused on measurable improvements with a proactive and flexible approach. Trusted Advisor : Combines active listening, empathy, service orientation, and the courage to challenge constructively. Articulate Communicator : Skilled in persuasion and diplomacy. Lifelong Learner : Eager to explore beyond defined roles for continuous growth.

We're seeking an experienced Customer Care Executive Trainer to design, deliver, and evaluate training programs for customer care representatives. The ideal candidate will have expertise in customer service, training delivery

We're seeking an experienced Customer Care Executive Trainer to design, deliver, and evaluate training programs for customer care representatives. The ideal candidate will have expertise in customer service, training delivery

We're seeking an experienced Customer Care Executive Trainer to design, deliver, and evaluate training programs for customer care representatives. The ideal candidate will have expertise in customer service, training delivery

Need English Senior Quality Analyst. 1+ yr of PPC Travel experience mandatory Night and Evening shift. Salary up to 45K cabs +meal 5 days working Call Or whatsapp your cv +918864946771 Required Candidate profile Excellent communication skills in english immediate joiners or max 10 days only travel background voice process call 8864946771 Perks and benefits both sided cabs meals

Send resume: Swathi@wissenpro.com Call: 8008582617 Key Qualifications: Conduct call monitoring, audits, and quality checks across voice/email/chat to ensure compliance and service excellence. Create and manage advanced Excel dashboards, MIS reports, and utilize 7 QC tools for quality tracking and analysis. Identify process gaps, lead root cause analysis, and recommend improvement initiatives. Collaborate with training and operations teams for calibrations, feedback, and agent coaching. Drive strategic project planning, workflow enhancements, and performance reporting. Prepare executive-level presentations and documentation to support business objectives. Leverage Google Suite and strong analytical skills to deliver actionable insights and process improvements.

Hiring for Call Audit Role Kannada , Tamil and Telugu - Any 2 of these languages required Grad / Ug Both can apply Location - Noida sec 63 Salary upto 25k Inhand 1 yr BPO Experienced Required Contact/Whatsaap - 9311447553