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Call Quality Analyst-BPO

2 weeks ago

Noida Sector Noida Uttar Pradesh, India IMTS Full time ₹ 1,80,000 - ₹ 2,50,000 per year

Job Overview:

We are seeking a detail-oriented and analytical Quality Analyst (QA) – Call Audit to monitor, evaluate, and improve the quality of customer interactions. The role involves auditing calls, identifying gaps, providing feedback, and supporting continuous process improvements to enhance customer experience and ensure compliance with company standards.

Key Responsibilities:

  • Monitor and evaluate inbound and outbound calls for quality, compliance, and process adherence.
  • Identify areas of improvement in communication, customer handling, and process knowledge.
  • Provide constructive feedback and coaching to agents based on call audits.
  • Prepare audit reports, maintain records, and share insights with the management team.
  • Collaborate with trainers and team leaders to implement corrective actions.
  • Ensure compliance with organizational policies, scripts, and regulatory requirements.
  • Recommend process improvements and contribute to achieving overall customer satisfaction targets.
  • Track and report quality metrics (accuracy, customer satisfaction, compliance scores, etc.).

Requirements:

  • Bachelor's degree or equivalent.
  • Minimum 1–3 years of experience in QA / Call Auditing (BPO, Customer Support, or EdTech preferred).
  • Strong listening and analytical skills with attention to detail.
  • Good communication and interpersonal skills.
  • Knowledge of quality monitoring tools and reporting.
  • Ability to provide clear, actionable feedback.
  • Proficiency in MS Office (Excel, Word, PowerPoint).

Job Types: Full-time, Permanent

Pay: ₹18, ₹25,000.00 per month

Benefits:

  • Leave encashment

Experience:

  • Call Quality Analyst : 1 year (Required)

Language:

  • English (Required)

Location:

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