Quality Analyst

3 weeks ago


Gurugram, India CARS24 Full time

Key Responsibilities

· Audit inbound and outbound calls using AI QA platforms.

· Leverage AI features like speech-to-text, sentiment analysis, and compliance tagging to evaluate calls.

· Prepare audit reports, dashboards, and highlight quality trends.

· Provide structured feedback to agents and supervisors.

· Identify gaps in service delivery, compliance, and customer handling.

· Partner with Training & Operations teams to implement improvements.

Requirements

· Bachelor's degree in any discipline.

· 1–3 years of call auditing / quality assurance experience in BPO/Customer Service.

· Hands-on knowledge of AI QA tools , Observe.AI, NICE, CallMiner, or similar).

· Strong analytical, listening, and reporting skills.

· Proficiency in MS Excel and audit reporting.

· Excellent communication and attention to detail.

Nice to Have

· Exposure to multilingual call auditing.

· Experience in customer experience analytics and automation.

· Certification in AI/ML applications for business operations.


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