Call Quality Analyst

2 days ago

Bengaluru, Karnataka, India Dpdzero Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job description :: Quality Analyst

Quest to work in real professional atmosphere that enables to cope-up with emerging as well as latest

technology and quality procedures with a scope for widening spectrum of knowledge in the role of Quality

analyst.

Responsibilities


• Perform unbiased Quality audits and analyse results to determine process improvement

opportunities.


• Should be able to handle 1:40 ratio of callers.


• Analyse current tele-collections processes and identify gaps or defects to improve overall

effectiveness and take-up the inputs with all stakeholders.


• Define/recommend process improvements to meet current and future collections

targets/standards.


• Quality analyst will ensure that callers aligned to current processes and procedures (e.g., review

recorded agent conversations wrto SOP, identify/communicate opportunities for improvement)


• Work directly with agents/leads to improve overall performance by taking various initiatives like

Dipchecks, call listening sessions, BQM, regular/structured feedbacks, daily briefings, TNI etc.


• Review/monitor results of appeals work and escalate as necessary. Also, should come-up with the

structured action plan. (e.g., rebuttals)


• Demonstrate understanding of applicable tele-collections Quality requirements/ guidelines (e.g.,

escalation procedures)


• Adhere to established Quality processes, procedures, requirements and guidelines, and ensure

adherence by all applicable stakeholders.


• Upskill trainings: Identify and train the bottom performers for the alignment and ensure to uplift

their performance.


• Being part of calibrations, call listening sessions with cross functions etc

Desired Candidate Profile


• Candidate must be graduate in any field


• With at least 1.5-4 years experience as a tele-collections Quality Analyst in a BPO set up


• Strong verbal and written communication skills


• Background in Banks/NBFC/FinTech is a plus


• Strong attention to detail and desire to follow procedure


• Proficient @ MS Office & G-suite applications


• Should be proficient & spontaneous in English, Hindi and any 3 south regional languages is must.


• Should be passionate for growth


• Should be open to work six days in a week


• Should be open to work from office

Job Location: Bangalore

Shift Timings: 10:00 to 7:00 (6 Days working)Role & responsibilities

Preferred candidate profile

  • Sales Call Quality Analyst

    2 weeks ago

    Bengaluru, Karnataka, India propelld Full time

    Job Title: Sales Call Quality AnalystLocation: BangaloreAbout the Role:We are looking for a detail-oriented and analytical Sales Call Quality Evaluator to monitor and assess daily sales calls made by our tele-calling team. This role is pivotal in maintaining high communication standards, improving customer interactions, and providing actionable feedback to...

  • Sales Call Quality Analyst

    2 weeks ago

    Bengaluru, Karnataka, India propelld Full time

    Job Title: Sales Call Quality Analyst Location: Bangalore About the Role: We are looking for a detail-oriented and analytical Sales Call Quality Evaluator to monitor and assess daily sales calls made by our tele-calling team. This role is pivotal in maintaining high communication standards, improving customer interactions, and providing...

  • Call Quality Analyst

    1 week ago

    Bengaluru, Karnataka, India Treebo Hospitality Ventures Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    The Customer Success Quality Auditor & Trainer (QA) is responsible for ensuring high standards of communication, sales effectiveness, and customer experience across our Customer Success (CS) team. While the role includes auditing WhatsApp, email, and call interactions, its primary focus is on training, coaching, and developing the CS team to excel not only...

  • Quality Analyst

    2 weeks ago

    Bengaluru, Karnataka, India DigiFocal IT Solutions Pvt Ltd Full time

    Job Title: Quality Analyst Job Description The role of Quality Analyst is to perform Quality Assurance audits or phone calls. Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of organization associates who deal with our existing and potential customers. The QA will monitor inbound and outbound call and emails...

  • Quality Analyst

    2 days ago

    Bengaluru, Karnataka, India Flatworld Healthcare Services Private Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Dear All,Greetings from Flatworld Healthcare Services.WE ARE HIRING Job Title: Quality Analyst (QA) AR Calling (US Healthcare)Location: BangaloreShift: Night Shift (US Healthcare Process)Experience: 4 to 8 yearsEmployment Type: Full-TimeJob Description:We are hiring an experienced Quality Analyst AR Calling to join our US Healthcare team. The QA will be...

  • Quality Analyst

    3 weeks ago

    Bengaluru, Karnataka, India InSnap Technologies Pvt Ltd Full time

    Job Title: Sales Quality AnalystLocation: Koramangala, BangaloreExperience: 1–3 years (preferred in Sales Quality/QA roles)Salary: Up to 7LPAShift: US shift - 7:30PM to 5:00AMIndustry: [e.g., SaaS, B2B, IT Services, etc.]Notice: Immediate Joiners requiredContact: 9731129248 - Jason LucasEmail Id: jason.lucas@insnap.inJob Overview:We are looking for a...

  • Quality Analyst

    3 weeks ago

    Bengaluru, Karnataka, India InSnap Technologies Pvt Ltd Full time

    Job Title: Sales Quality Analyst Location: Koramangala, Bangalore Experience: 1–3 years (preferred in Sales Quality/QA roles) Salary: Up to 7LPA Shift: US shift - 7:30PM to 5:00AM Industry: (e.g., SaaS, B2B, IT Services, etc.) Notice: Immediate Joiners required Contact: - Jason Lucas Email Id: Job Overview: We are looking for a...

  • Quality Analyst, Call Auditing MT TL

    6 days ago

    Bengaluru, Karnataka, India Shinewell Full time ₹ 3,00,000 - ₹ 3,60,000 per year

    Designation : Quality Analyst, Call AuditingLocation : Koramangala, Bangalore.Reporting : Quality Team LeaderShift : Day ShiftCTC : up to 3.6 LPAWork Experience: minimum 12 months outbound call handling experience and work experience in outbound or customer facing roleCandidate should be fluent in English & Hindi with below languagesShould have good...

  • Quality Analyst

    2 weeks ago

    Bengaluru, Karnataka, India InSnap Technologies Pvt Ltd Full time

    Job Title: Sales Quality AnalystLocation: Koramangala, BangaloreExperience: 1–3 years (preferred in Sales Quality/QA roles)Salary: Up to 7LPAShift: US shift - 7:30PM to 5:00AMIndustry: [e.g., SaaS, B2B, IT Services, etc.]Notice: Immediate Joiners requiredContact: 9731129248 - Jason LucasEmail Id: jason.lucas@insnap.inJob Overview:We are looking for a...

  • Quality analyst

    2 weeks ago

    Bengaluru, Karnataka, India InSnap Technologies Pvt Ltd Full time

    Job Title: Sales Quality AnalystLocation: Koramangala, BangaloreExperience: 1–3 years (preferred in Sales Quality/QA roles)Salary: Up to 7 LPAShift: US shift - 7:30 PM to 5:00 AMIndustry: (e.g., Saa S, B2 B, IT Services, etc.)Notice: Immediate Joiners requiredContact: - Jason LucasEmail Id: Overview:We are looking for a detail-oriented and analytical...