Quality Analyst (Call Audit)

Key Responsibilities:

• Monitor and evaluate inbound and outbound calls to ensure adherence to company policies, compliance standards, and quality metrics.
• Identify gaps in communication, product knowledge, soft skills, and customer handling.
• Provide timely and constructive feedback to agents based on audit findings.
• Create and maintain reports on audit results, agent performance, and quality trends.
• Work closely with team leads and training teams to improve processes and service delivery.
• Recommend improvements in scripts, processes, or training materials based on call evaluations.
• Ensure 100% compliance with internal and external regulatory guidelines.
• Participate in calibration sessions with team leaders and QA teams to align evaluation standards.

Required Skills and Qualifications:

• Minimum 1 year of experience in QA or call auditing, preferably in BPO or customer service.
• Strong understanding of customer service processes and quality standards.
• Excellent listening, analytical, and communication skills.
• Ability to deliver clear and actionable feedback.
• Proficient in MS Excel, call monitoring tools, and CRM systems.
• Good command over spoken and written English.
• High attention to detail and strong organizational skills.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹25,000.00 per month

Supplemental Pay:

• Performance bonus
• Yearly bonus

Education:

• Bachelor's (Required)

Experience:

• Call Quality BPO: 1 year (Required)

Language:

• English (Required)

Location:

• Noida Sector 16, Noida, Uttar Pradesh (Required)