187 Call Quality Jobs

Requirements- * Candidate must have min 2 to 3years experience in Quality analyst role * Candidate should be insurance background * Candidate should have experience in call monitoring/ Auditing, Dip checks and Calibration * Preferred Local Candidate & immediate joiners * should know Kannada language and any other language will be add on for profile Job Location - Lakdikapool (Hyderabad) Walk-in Monday to Friday 9am to 2pm Interview Venue: Shriram Life Insurance SS Central, 4th floor, Above DHL Beside Peshawar Hotel Lakdikapul, Hyderabad

Quality Analyst || Voice Process || International BPO Must have Exp as a QA in to International Voice Must have worked in to International Voice Location - Mumbai , Pune , Bangalore 5 Days Experience working into BPO Domain is a MUST Overall 3+ years in BPO/ Contact Center Only Graduates Excellent Communication Skills Rotational Shift Opportunity to work in a fast-paced, international work environment Interested can share their resume on ankita2.jobfinder@gmail.com CALL- 8840819455

Quality Analyst | International BPO Must have Exp as a Quality Analyst into International Voice (Mandate) Exp Working in to International Voice Process (Mandate) Graduation Mandate Loc - Pune , Mumbai , Bangalore Need Excellent Communication Ready to Work in Rotational Shift and Off 5 Days Working Opportunity to work in a fast-paced, international work environment Immediate Joiners/ 1 month notice holders Work from Office Interested can share their resume on ankita2.jobfinder@gmail.com CALL- 8840819455

Senior Process Manager Quality (BPO Sector US Voice/Chat Process) Location: Pune, Maharashtra Shift: Night Shift (24x7) Industry: BPO / Telecom Role Overview eClerx is seeking a Senior Process Manager to lead Quality Assurance for our US-based Voice and Chat operations. The ideal candidate will have over 9 years of experience in BPO operations, with a strong focus on quality assurance, process optimization, and team leadership. Telecom experience is highly desirable. Desired Skills & Experience : Experience : Minimum 9+ years in BPO operations, with at least 7+ years in a quality management role overseeing US-based voice/chat processes. Industry Knowledge : Experience in the telecom sector, including understanding of upselling, cross-selling, and repair processes. Shift Flexibility : Willingness to work in night shifts to align with US operational hours. Communication : Excellent verbal and written communication skills, with the ability to present findings and recommendations effectively. Analytical Skills : Strong ability to analyze data, identify trends, and implement solutions to improve quality metrics. Key Responsibilities : Quality Oversight : Monitor and ensure adherence to quality standards across voice and chat processes, implementing corrective actions as needed. Process Optimization : Identify areas for process improvement and lead initiatives to enhance efficiency and customer satisfaction. Team Leadership : Manage and mentor a team of quality analysts, providing guidance and support to achieve performance targets. Client Interaction : Collaborate with clients to understand requirements, provide updates, and address concerns related to quality metrics. Reporting & Analysis : Prepare and present regular quality reports, highlighting trends, issues, and improvement actions. Training & Development : Conduct training sessions for team members to enhance skills and knowledge in quality management practices. Application Process Interested candidates are invited to share their updated resumes with the subject line Senior Process Manager Quality Application to sushmita.gaikwad01@eclerx.com .

Roles and Responsibilities Conduct call audits to ensure adherence to quality standards. Perform 7QC tools analysis on calls to identify areas for improvement. Participate in call calibrations to enhance team performance. Carry out quality audits to maintain high-quality services. Identify and report defects found during audits. Desired Candidate Profile 1-5 years of experience in BPO/call center environment. Strong understanding of QA analysis, call audit, and call calibration processes. Proficiency in using 7Qc tools for analyzing calls. Ability to work independently with minimal supervision.

Responsibilities: Client Handling: Build and maintain strong relationships with existing clients. Understand client requirements and provide effective solutions. Ensure customer satisfaction through regular follow-ups and addressing concerns. Business Development: Identify and pursue new business opportunities to expand the client base. Conduct market research to stay updated on industry trends and competitor activities. Develop strategies to achieve sales targets and contribute to the company's growth. Meeting with Clients: Schedule and conduct meetings with clients to discuss products and services. Present company offerings in a compelling and persuasive manner. Gather feedback and insights to improve offerings and customer experience. Coordination with Sales and Production Team: Collaborate with the sales team to create cohesive strategies and action plans. Liaise with the production team to ensure timely delivery and quality of products. Communicate client requirements effectively to internal teams. Requirements: Bachelor's degree in Business Administration, Marketing, or a related field. Proven experience in sales and business development. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong negotiation and presentation skills. Willingness to travel as required.

Job description Hi, We are hiring experienced customer support professionals for UK shifts (1.30pm to 10.30pm ) Experience - 1 yr & above (only from customer support background) Work from office only Shift timings - 1.30pm to 10.30pm / 2.30pm to 11.30pm Should be able to join immediately 5 days working in a week and saturday and sunday fixed off Free cab facility provided for pick and drop(*25km radius, door step pick and drop) Good communication skill in English is required We are looking for immediate joiners only Interested candidates can Share your resume through WhatsApp to pavithra Hr -7845935727(No calls pls) Job Responsibilities: Responsible for reviewing associate's quality of phone and/or non-voice interactions based on client established quality measures. Responsible for monitoring associate's compliance to business rules and processes, and report any breaches identified. Responsible for completing monitoring forms, including comments detailing associate performance and saving all results in the database for review and reporting. Assist in making recommendations for quality assurance improvement, particularly around their workflow and knowledge guides Being able to work at speed, accurately to agreed targets Excellent analytical skills, ability to synthesize data from various sources Excellent time management and organizational skills Knowledge Basic knowledge of computers and use of software. Knowledge of quality assurance standards and methodologies, would be an advantage Education: Higher secondary & above Interested candidates kindly share your updated cv to the below contact number -(H.R PAVITHRA)- 7845935727 Role: Non Tech Support - Voice / BlendedIndustry Type: BPM / BPODepartment: Customer Success, Service & OperationsEmployment Type: Full Time, PermanentRole Category: Voice / Blended Education : UG Graduation Not Required

Responsibilities: Client Handling: Build and maintain strong relationships with existing clients. Understand client requirements and provide effective solutions. Ensure customer satisfaction through regular follow-ups and addressing concerns. Business Development: Identify and pursue new business opportunities to expand the client base. Conduct market research to stay updated on industry trends and competitor activities. Develop strategies to achieve sales targets and contribute to the company's growth. Meeting with Clients: Schedule and conduct meetings with clients to discuss products and services. Present company offerings in a compelling and persuasive manner. Gather feedback and insights to improve offerings and customer experience. Coordination with Sales and Production Team: Collaborate with the sales team to create cohesive strategies and action plans. Liaise with the production team to ensure timely delivery and quality of products. Communicate client requirements effectively to internal teams. Requirements: Bachelor's degree in Business Administration, Marketing, or a related field. Proven experience in sales and business development. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong negotiation and presentation skills. Willingness to travel as required.

Role & responsibilities Call Monitoring Listening and auditing for International Voice Process Conduct Calibration sessions in sync with the QA team Analysis for inbound/outbound calls Monitor and evaluate inbound and outbound calls Develops and conducts briefings for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities.. Preferred candidate profile Having Good Communication Skills Good Analytical & Interpretation skills Ready to work in rotational Shift Perks and benefits Indian Festival Holidays Mid-day/Nigh shifts available

Job Description: The ideal candidate should have strong expertise in Call Quality Management within a contact center or BPO environment. Professionals with blended exposure to Quality, Operations, and Training are encouraged to apply. Responsibilities: We are seeking an accomplished and driven Sr. Manager Quality with a minimum of 10+ years of overall experience, including at least 3 years in a managerial role. Strong expertise in Call Quality Assurance, preferably in a contact center or BPO setting Experience with QA tools, metrics, and reporting systems Strong leadership, communication, and interpersonal skills Ability to manage multiple priorities and work in a dynamic, fast-paced environment Exposure to process improvement methodologies like Six Sigma (preferred) Bachelor's degree (required); additional certifications in Quality Management or related areas are a plus Interested candidates can apply here or call me prashanth @ 9360810536 Monday to friday 10.00a.m. to 6p.m. only

Duties: You will work with and train Users and Technical Lead experts and empower them to create new and existing Digital Campaigns, Experiences and will be at the center of technological and creative innovation in the digital age. Skills: You will have a technical degree in computer sciences related field as well as working experience in a professional training or consulting environment of an enterprise software company or consultancy. Knowledge of online or offline direct marketing functions is an asset, though not required. You will be comfortable responding to the varying demands of working for a dynamic, international company. You have training experience or customer-facing experience You are a self-motivated individual, with well-developed inter-personal & communication skills and a strong desire to succeed.

Hiring for Quality analyst || Spanish Language || English Language Usa travel industry exp. voice process || Call audit / monitoring and sharing feedback salary negotiable 5 days working both sided cabs Call or whatsapp ramya 08864946771 Required Candidate profile spanish quality exp only travel background immediate joiner

Dear Candidate, We have an urgent requirement for Voice & Accent trainer for Gurgaon location. Below are the details Interested candidates can share their resumes on swati.gupta@niit.com or whatsapp on 9773902349. JD : The trainer should be able to deliver on the following: Should have core expertise in V&A Training. Floor support, Should have conducted V&A and Accent neutralization sessions. Know about training delivery and feedback techniques on communicative skills and soft skills in Australian V&A. Monitor calls and share feedback on CTQ parameters. Coaching the bottom quartile and showing an improvement in call & and email quality Well-versed in Soft Skill & VnA and training methodologies Floor Support experience. Exposure to Quality improvement Audits and Soft Skill Training Develop and formulate customer experience training curriculum, conduct group training and individual coaching and knowledge assessment to new and existing agents with the objective of ensuring superior and consistent service quality Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom/virtual environment. Must have worked on Net promoter Score Shift Timings :US Shifts City:Gurgaon Mode : Classroom No of working Hours-5 days/ 10 hours Assignment duration -6 months extendable based on performance Start date Immediate

Job Summary: We are seeking a highly analytical and experienced Quality Manager to lead the call auditing and quality assurance function within our BPO operations. The ideal candidate will be responsible for designing and implementing quality frameworks, leading quality auditors, ensuring compliance with client expectations, and driving continuous improvement through insightful analytics and performance feedback. Key Responsibilities: Develop and manage QA processes for voice and non-voice customer interactions to ensure adherence to client and internal standards. Oversee a team of quality analysts to monitor, audit, and evaluate agent calls, chats, and emails. Analyze call audits and trends to identify performance gaps and recommend coaching, training, or process changes. Collaborate with operations, training, and client teams to develop action plans for improving customer satisfaction, compliance, and service delivery. Drive implementation of quality improvement initiatives such as call calibration sessions, feedback loops, and scorecard redesigns. Conduct quality calibration sessions with internal teams and clients to ensure scoring consistency and alignment. Track and report key quality metrics (e.g., CSAT, QA Scores, FCR, compliance issues) on a regular basis. Ensure the QA function is compliant with regulatory and contractual standards (e.g., PCI, HIPAA, GDPR, depending on industry). Provide regular performance reviews and coaching to QA analysts, ensuring their continuous development. Develop and maintain documentation including QA policies, SOPs, training materials, and audit templates. Serve as a point of contact for client quality escalations , audits, and reporting.

Role Quality Assurance Consultant Do - Support process excellence initiatives and drive improvement projects. - Drive benchmarking and best practices deployment across accounts. - Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT/PCSAT risks. - Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure. - Drive projects to improve and maintain the profitability of the process. - Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen on the process floors. - Drive standardization practices on the floor and ensure strict compliance in internal and client defined processes. - Monitor and drive compliance requirements through Internal Common Minimum standards (CMS), ISO 9001, etc. - Ensure all process metrics are met. - Lead quality report and dashboards. - Support in SOP and VSM creation. Mandatory Skills: Quality Management. Experience5-8 Years.

Key Responsibilities: Team Management: o Lead and motivate a team of lending call center representatives to achieve individual and team sales goals of loan approval and disbursement o Conduct regular performance reviews, provide coaching and feedback to team members to improve their sales skills and techniques for lead origination and maturity o Monitor call metrics (call volume, conversion rates, average call duration) to identify areas for improvement and implement necessary adjustments. o Assign leads and manage call queues to optimize team efficiency Sales Performance: o Develop and execute sales strategies to maximize lead generation and loan conversions o Set clear sales targets and track progress towards achieving them o Identify and implement sales initiatives to boost conversion rates and address market trends o Conduct regular sales huddles to discuss strategies, share best practices and address challenges. Compliance and Quality Assurance: o Ensure adherence to all lending regulations, company policies, and ethical sales practices. o Conduct quality monitoring of calls to assess sales techniques, compliance, and customer service standards. Customer Relationship Management: o Foster positive customer relationships by providing excellent customer service throughout the loan application process. o Build rapport with potential customers to understand their needs and present suitable loan products. Educational Qualifications: Any graduation Skills Required: Cold Calling , Team Management , Call Quality , Compliance Assurance , Lending Solutions Candidate Attributes: Required Skills and Qualifications: Strong Sales Acumen: Proven track record of success in a sales environment, preferably within the lending industry for minimum 5 years Leadership Skills: Ability to motivate, coach, and mentor a team to achieve high performance. Communication Skills: Excellent verbal and written communication skills to effectively interact with customers and team members. Technical Proficiency: Familiarity with CRM systems, dialers, lead management, loan origination software, and call center technology. Compliance Knowledge: Thorough understanding of lending regulations and compliance requirements. Analytical Skills: Ability to analyze sales data, identify trends, and make data-driven decisions. Key Qualifications: 75% or above in 10th and 12th standard & Full time Bachelors Degree Full time Masters Degree will be a Plus Job Code: KL-657A8XJJ

Designation - Quality Analyst/ Sr. Quality Analyst Job location- Chennai /Kochi/Mumbai Salary Range - 3LPA - 5LPA (Depends upon interview) Experience - 1+ Years Role Description This is a full-time on-site role as a Call Quality Analyst at Policybazaar.com in Gurugram. The role involves monitoring, evaluating, and providing feedback on call interactions to ensure quality standards are met. Qualifications Excellent verbal and written communication skills Strong attention to detail and analytical skills Experience in customer service or call center operations Knowledge of quality assurance processes and tools Ability to work in a fast-paced environment and meet deadlines Proficiency in Microsoft Office suite Minimum of a high school diploma or equivalent, Bachelor's degree preferred. Contact Person :HR Suman (9934827654) share CV via WhatsApp OR Sumankumari1@policybazaar.com

2+ years call audit experience is a must Kannada and Marathi Speaking is a must Day Shift 6 days working Age should be less than 35. Max 5L CTC PA Call 7200550358, 9361349589, 7092982513

Languages Known - Tamil is Must Responsibilities:- High performance delivery on all quality parameters Audit chats/email interactions on Product/process, Communication and soft skills parameters Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion Data analysis and making designated reports/decks Participate in calibrations to ensure consistent scoring & feedback delivery approach Communicate to heighten awareness and focus on importance of positive customer experience Make recommendations and drive process improvement Reduce learning curve and help enhance product/process knowledge of new joinees Ensure that internal policies, procedures, and compliance regulations are being followed Customer/Client Interactions by using process knowledge and highlighting key areas to work on Prepare TNA, publish and execute for 100% closure Real Time Support (Production/Live Support) on the floor as per the business requirement Desired Skills: Must understand Audit & Coaching process Excellent writing and comprehension skills Extremely good verbal & written communications skills Technical knowledge of English communication - sentence construction, grammar, punctuation etc. Effective Presentation, Feedback & Coaching skills Hands on experience on MS-Office; preferably on MS-Excel and Power Point Customer orientation and Customer Service Attitude Effective problem-solving skills and Highly energetic & enthusiastic Interpersonal skills and Team work Ability to handle/analyse data to generate Quantitative and Qualitative analysis

Hiring for Travel Quality Analyst (US Process ) Min. 1 year exp. required in (Travel Company ) Salary up to : 45k Location : Gurgaon / Delhi (Kirti Nagar ) Both side cab plus meals Shift : Night & Rotational 5 days a week Sat & Sun fixed off

International BPO Hiring for Quality Assurance / QA / Quality Analyst Min. 3 - 4 Years overall Experience (2 Years as Quality Analyst) Salary up to 6.5 LPA Mail - Qualitydemographic@gmail.com Required Candidate profile Must have 2 years of Experience as a Quality Analyst in an International BPO Call & WhatsApp HR Shweta - 7020527305 Email Ur CV - Qualitydemographic@gmail.com

Job Overview: The Quality Analyst for Sales Calls is responsible for monitoring, evaluating, and improving the quality of sales calls handled by sales representatives or agents. The primary goal is to ensure that sales calls meet company standards for professionalism, compliance, customer engagement, and effectiveness in driving sales. The role involves analyzing call recordings, providing feedback to sales agents, and collaborating with management to enhance sales processes and outcomes. Key Responsibilities: Monitor and Evaluate Calls Listen to and evaluate recorded sales calls to ensure adherence to company scripts, policies, and quality standards. Assess call quality based on customer engagement, sales pitch effectiveness, product knowledge, and overall professionalism. Provide Feedback: Provide constructive feedback to sales agents, highlighting strengths and areas for improvement. Conduct one-on-one coaching sessions with agents to improve sales techniques, customer interaction, and call outcomes. Reporting and Documentation: Document call evaluations and performance trends, tracking metrics such as call quality, conversion rates, and customer satisfaction. Create regular performance reports for sales team managers, highlighting areas for training or improvement. Compliance and Process Improvement Experience: Prior experience in a call center, sales, or quality assurance role preferred. Familiarity with sales processes and understanding of sales goals and KPls. Analytical Skills: Strong attention to detail, with the ability to identify trends, patterns, and areas for improvement in sales calls. Ability to analyze data and create actionable insights for sales teams. Communication: Excellent verbal and written communication skills to provide clear feedback and collaborate with team members. Problem-Solving: Strong problem-solving skills to identify root causes of performance issues and suggest improvements. Techical Proficiency: Familiarity with call monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, etc.)

Urgent hiring for Quality analyst from travel industry ( voice process)/ US travel c.s Exp.. min... 2 yrs in US travel QA Location-Gurgaon, Delhi Night shift 5 Days working cab & meal provided salary 30k to 45 + incentives Drop cv 9931176310

Candidate should be working as a Process Trainer on papers in an International voice process. Qualification - Graduate Shift - Rotational Shifts Work Location - Bangalore / Kolkata / Gurgaon / Mumbai Required Candidate profile Immediate Joiners OR Max 1 month notice period candidates can apply Call HR Swapna @ 7411718707 for more details

Candidate should be working as a Quality analyst on papers in an International voice process. Qualification - Graduate Shift - Rotational Shifts Work Location - Bangalore / Kolkata / Gurgaon / Mumbai Required Candidate profile Immediate Joiners OR Max 1 month notice period candidates can apply Call HR Swapna @ 7411718707 for more details