Quality Analyst
3 weeks ago
Quality Analyst Location-Malad Apse, Rotation Shift, BPO- Quality Monitoring & Evaluation • Audit inbound and outbound interactions handled by Sky RMs . • Evaluate calls, emails, and CRM cases against predefined quality parameters including: o Accuracy of information and ownership of query o Communication tone, empathy, and resolution ability o Collections and negotiation handling o System updates and SR closure discipline • Generate structured feedback reports for all RMs and track improvements through regular review cycles. • Maintain audit samples, call IDs, and case notes in compliance with Quality Management Framework (QMF) and audit standards. Calibration & Feedback Alignment • Participate in weekly calibration sessions with TLs to ensure uniformity of scoring and feedback interpretation. • Deliver structured, constructive feedback to Sky RMs via TP Interact dashboards and feedback reports. • Identify common process gaps and recommend corrective action or refresher training. Governance, Process, and Compliance • Ensure that all audits adhere to standard evaluation forms, call scoring rubrics, and communication protocols. • Flag process non-adherence, compliance lapses, and data privacy breaches immediately to TLs and ZCTM • Support audit readiness by maintaining complete QA logs, RCA documents, and feedback records within TP Interact. • Work with Team Leads and Trainers to close quality gaps within defined SLA timelines. Reporting & Insights • Create daily, weekly, and monthly QA reports on call quality, NPS impact, and repeat escalations. • Correlate QA performance with collections success, customer sentiment, and CRM closure TAT. •
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Quality Analyst
1 week ago
bangalore, India CHANDIGARH UNIVERSITY Full timeQuality Analyst – Outbound & Inbound Sales Calls | Chandigarh University Company Name: Chandigarh University Location: Gharuan, Mohali (Chandigarh) Industry: Education / EdTech / University Operations Department: Sales & Operations (Call Quality) Role Category: Voice Process – Quality Analysis Employment Type: Full-time, On-site Job Description We are...
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Quality Analyst
2 weeks ago
bangalore, India Lepide Full timeQuality Analyst Position Summary: We are looking for Quality Analyst (Manual) with 2 plus years of industry experience to work alongside our growing team of quality analysts and product developers. The QA will be responsible for ensuring the product meets the established standards of quality including reliability, usability and performance. Desired Candidate...
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Quality Analyst
1 week ago
bangalore, India DigiFocal IT Solutions Pvt Ltd Full time📣 We’re Hiring | Quality Analyst – Collections Process (US Shift)💼 Company: First Credit Services 📍 Location: Thane (Onsite) – Only candidates from Mumbai, Navi Mumbai, or Thane will be considered. ✨ Role Overview We’re looking for an experienced Quality Analyst with a strong background in International Debt Collections to join our dynamic...
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Quality Analyst
2 weeks ago
bangalore, India Lepide Full timeQuality AnalystPosition Summary:We are looking for Quality Analyst (Manual) with 2 plus years of industry experience to work alongside our growing team of quality analysts and product developers. The QA will be responsible for ensuring the product meets the established standards of quality including reliability, usability and performance.Desired Candidate...
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Quality Analyst
4 days ago
bangalore, India Leap Full timeAbout the role: We're expanding our Learning & Development team and are looking for quality analysts who have great attention to detail and have the knack to share feedback to improve sale agents' efficiency.Charter of the role will include:Conduct audits of the phone calls and video sessions to assess the domain expertise, product knowledge, and soft skills...
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Quality Analyst
4 days ago
bangalore, India Leap Full timeAbout the role: We're expanding our Learning & Development team and are looking for quality analysts who have great attention to detail and have the knack to share feedback to improve sale agents' efficiency. Charter of the role will include: Conduct audits of the phone calls and video sessions to assess the domain expertise, product knowledge, and soft...
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Quality Analyst
2 weeks ago
bangalore, India Firstsource Full timeA RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across...
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Quality Analyst
2 weeks ago
bangalore, India Firstsource Full timeA RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across...
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Quality Analyst
1 week ago
bangalore, India Firstsource Full timeA RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across...
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Quality Analyst, AVP
2 days ago
bangalore, India RBS Full timeJoin us as a Quality AnalystIf you have a keen eye for detail, this could be the role for you, as you'll make sure that only well designed and built work packages get through quality testingYou'll make sure decisions made are based on robust data, return on investment and value measures that demonstrate thoughtful and intelligent cost managementJoining us in...
