Call Quality Analyst-BPO

5 days ago

Noida Sector Noida Uttar Pradesh, India INSTITUTE OF MANAGEMENT & TECHNICAL STUDIES EDU. PVT. LTD Full time ₹ 3,12,000 per year

Job Title: Quality Analyst (Call Audit – Sales & Customer Support)

Location: Noida Sector 16 (Onsite Role)

Employment Type: Full-time

About the Role:

We are looking for a detail-oriented and analytical Quality Analyst (QA) with experience in call audits for sales and customer support teams. The role involves monitoring, evaluating, and improving call quality to ensure compliance, customer satisfaction, and process efficiency.

Key Responsibilities:

  • Monitor and evaluate inbound and outbound calls of sales and customer support representatives.
  • Audit call recordings to assess adherence to scripts, communication quality, process guidelines, and compliance standards.
  • Identify gaps in communication, objection handling, and customer experience.
  • Provide structured feedback and coaching recommendations to team leaders and agents.
  • Maintain call quality reports, performance dashboards, and audit records.
  • Collaborate with managers to develop quality improvement strategies.
  • Suggest training needs and process enhancements based on audit findings.
  • Ensure a consistent and customer-focused approach across all interactions.

Requirements:

  • Minimum 6 months – 1 year of experience as a Quality Analyst / Call Auditor in BPO, Sales, or EdTech industry.
  • Strong knowledge of call auditing frameworks, quality scorecards, and feedback mechanisms.
  • Excellent listening, analytical, and reporting skills.
  • Strong verbal and written communication skills (English & Hindi).
  • Proficiency in MS Excel, Google Sheets, and basic reporting tools.
  • Ability to work independently as well as in a team-oriented environment.

Job Types: Full-time, Permanent

Pay: ₹18, ₹26,000.00 per month

Benefits:

  • Flexible schedule
  • Leave encashment

Work Location: In person

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