Quality Analyst-BPO

1 week ago

Delhi, Delhi, India ADVANTAGE INFRABUILD Full time ₹ 1,82,880 - ₹ 2,20,880 per year

Key Responsibilities:

  • Monitor inbound and outbound calls to evaluate quality, adherence to scripts, and compliance with policies.
  • Assess communication skills, soft skills, customer handling, product knowledge, and problem-solving approach of agents.
  • Provide structured feedback to agents and team leaders for performance improvement.
  • Identify process gaps and recommend corrective actions or training requirements.
  • Prepare daily/weekly/monthly quality reports and share insights with management.
  • Collaborate with operations, training, and HR teams to drive continuous improvement.
  • Ensure compliance with internal quality standards and regulatory guidelines.
  • Participate in calibration sessions to align quality expectations across teams.

Job Types: Full-time, Fresher

Pay: ₹15, ₹18,237.29 per month

Benefits:

  • Provident Fund

Work Location: In person

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