Quality Analyst-BPO(Uk Shift)
3 days ago
Position: Quality Coordinator
Location: Mohali (On-site)
Company: Zouma Consulting Services
UK Shift
About the Role:
Zouma Consulting is looking for a passionate and detail-oriented Quality Coordinator to join our team. The ideal candidate will be responsible for ensuring the highest standards of quality across both voice and non-voice processes, while also supporting training and continuous improvement initiatives.
Key Responsibilities:
- Conduct call audits and provide structured feedback to team members.
- Monitor and evaluate calls, chats, and non-voice processes to ensure compliance with quality standards.
- Drive improvements in customer experience by focusing on CSAT, SLA, and CTH metrics.
- Deliver training sessions and coaching to improve team performance.
- Identify gaps, analyze trends, and share actionable insights with the management team.
- Collaborate with stakeholders to ensure quality objectives are met consistently.
Requirements:
- Strong communication and interpersonal skills.
- Prior experience in call audits, training, and quality analysis (voice & non-voice).
- Good understanding of CSAT, SLA, CTH, and other quality KPIs.
- Ability to work independently as well as part of a team.
- Detail-oriented with a focus on continuous improvement.
Why Join Zouma?
- Opportunity to be part of a growing and dynamic consulting company.
- Collaborative work culture that values innovation and excellence.
- Platform to learn, grow, and make an impact.
If you are passionate about quality and have the right expertise, we'd love to hear from you. Apply today to join our team
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Job Types: Full-time, Permanent
Pay: ₹25, ₹40,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Expected Start Date: 06/10/2025
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