Quality Analyst-Call Audit

4 days ago

Noida Sector Noida Uttar Pradesh, India Henry Harvin Education Full time ₹ 18,000 - ₹ 2,50,000 per year

Job Summary:

We are seeking a detail-oriented Quality Analyst (QA) – Call Audit professional to monitor and evaluate customer interactions, ensuring adherence to process, compliance, and service quality standards. The QA will be responsible for identifying gaps, providing feedback, and supporting continuous improvement in customer experience.

Key Responsibilities:

  • Monitor and evaluate inbound/outbound customer service calls, chats, or emails.
  • Audit calls against defined quality parameters and compliance requirements.
  • Identify areas of improvement in communication, process adherence, and customer handling.
  • Provide constructive feedback and coaching inputs to agents and team leaders.
  • Track, analyze, and report quality trends and recurring issues.
  • Collaborate with Training and Operations teams to implement process improvements.
  • Maintain audit reports, quality dashboards, and documentation.
  • Ensure compliance with company policies, legal guidelines, and customer service standards.

Key Skills & Competencies:

  • Strong listening and analytical skills.
  • Excellent communication skills (verbal & written).
  • Attention to detail and ability to identify process gaps.
  • Good knowledge of call center operations, customer service, and compliance.
  • Proficiency in MS Excel, reporting, and QA tools/software.
  • Ability to provide feedback in a constructive and professional manner.

Job Types: Full-time, Permanent

Pay: ₹18, ₹25,000.00 per month

Benefits:

  • Leave encashment

Experience:

  • Call Audit: 1 year (Required)

Location:

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

Work Location: In person

Speak with the employer

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