Quality Control

5 days ago

Bengaluru Karnataka, India Trukker Full time

TruKKer is Middle East’s 1st and largest on-demand truck aggregator. TruKKer is transforming the fragmented logistics market to make it standardized, transparent and efficient by leveraging the power of technology. We are driving adaptation of technology at the lowest levels of business i.e the drivers. We are the front runners of introducing technology to the transport and logistics space and are abreast with the adoption of the latest technology.

**Details about**Quality Control (2 Positions)** jobs in**Bangalore**:
**Key Responsibilities**
- Perform daily call audits to evaluate agent performance based on pre-defined audit parameters.
- Ensure adherence to communication scripts, process guidelines, and customer handling protocols.
- Assess and assign quality scores for each call, based on accuracy, empathy, product knowledge, and resolution.
- Validate that agents confirm and document customer details accurately during interactions.
- Categorize and document audit findings under Critical, Non-Critical, and Business Critical errors.
- Provide constructive feedback to team leads and agents to drive performance improvements.
- Work closely with Training and Operations teams to calibrate quality parameters.
- Analyze QA reports and identify process gaps or improvement areas.
- Maintain thorough documentation of audits and feedback logs.
- Participate in root cause analysis for repeated quality issues and drive corrective actions.

**Qualifications**
- Bachelor's degree in any discipline.
- 1+ years of experience as a Quality Analyst in a BPO / Call Center environment.
- Strong understanding of call audit processes, quality monitoring, and scoring.
- Hands-on experience with audit forms, feedback documentation, and compliance monitoring.
- Familiarity with CRM systems.
- Excellent verbal and written communication skills.
- Proficient in MS Excel and QA reporting.

**Why Join TruKKer?**
- Competitive Salary & Incentives: Attractive base salary with performance-based incentives for high-achieving team members.
- High-Impact Role: Work with an established brand that has a leading reputation, with direct contributions to TruKKer's growth and market expansion.
- Professional Growth: Gain experience in a rapidly growing international logistics industry, mastering advanced telesales strategies tailored to high-value markets.
- Dynamic, Collaborative Culture: Join a driven, energetic team that shares a commitment to excellence and growth.

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