Quality Analyst
1 week ago
The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions in a call center. This role involves analyzing calls, providing feedback to agents, identifying trends, and collaborating with teams to enhance overall customer satisfaction and operational efficiency. Call Monitoring and Evaluation Monitor live or recorded calls to evaluate agent performance against quality standards. Assess agent adherence to scripts, protocols, and company policies. Evaluate the accuracy, professionalism, empathy, and resolution provided during calls. Feedback and Coaching Provide constructive feedback to agents based on quality assessments. Collaborate with team leaders and trainers to address performance gaps and training needs. Conduct one-on-one coaching sessions to help agents improve their skills. Reporting and Analysis Prepare detailed reports on quality metrics, trends, and areas of improvement. Track agent performance over time and provide actionable insights to management. Ensure that all customer interactions comply with company policies, industry standards, and regulatory requirements. Monitor for potential risks and escalate compliance concerns promptly. Participate in the development of quality guidelines and standards. Suggest enhancements to call scripts, processes, and tools to improve customer satisfaction and efficiency. Bachelor’s degree is mandatory. ~3+ years of experience in quality analyst role in a call center. ~ Proficiency in quality monitoring tools and CRM systems. ~ Strong analytical and reporting skills, with knowledge of MS Excel, Google Sheets, or equivalent. ~ We value teamwork, mentorship, and professional development, and we show it by providing top-notch employee experience and training programs, and incentivizing team growth. Work-Life Balance: Rewards and Recognitions: Competitive compensation, annual and spot bonuses, and a focus on recognizing hard work with well-earned rewards are part of our DNA. Impactful & Broad Role: You will have a seat at the table when it comes to key management decisions, drive critical marketing strategy and decisions, and have a voice in key product and user experience decisions. Growth Opportunities: Silvermine Group is the largest & most trusted provider of regulatory compliance services for the heavy trucking and transportation industries. Our compliance automation platform is secure, cloud-based, and certified by the IRS - helping over 100,000 customers every year file federally required documents - such as IRS Form 2290, Form 8849, and MCS-150 - accurately, securely, and on time. Our technology, highly skilled customer support, and relentless focus on product improvement and growth ensures that our customers’ equipment stays on the road and their businesses keep humming. Website:
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Quality Analyst
6 days 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
1 week 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
1 week 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
3 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
2 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
3 weeks ago
bangalore, India TP Full timeQuality 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...
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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
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
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...
