कॉल क्वालिटी एनालिस्ट

Job Title: Call Quality Analyst – BPO (Call Audit)

Location: Sector 2, Noida
Salary: Up to ₹20,000 per month
Experience: 1–2 years (Voice process preferred)
Shift: Early morning

Job Summary

We are looking for a Quality Auditor (QA) to monitor and evaluate customer service calls, ensure compliance with process guidelines, and help improve overall customer experience through feedback and coaching.

Key Responsibilities

• Monitor live and recorded customer calls for quality and compliance

• Evaluate calls using defined QA scorecards and parameters

• Identify gaps, errors, and process deviations

• Provide constructive feedback and coaching to agents

• Prepare daily/weekly/monthly quality reports

• Conduct calibration sessions with team leads and managers

• Maintain audit documentation and quality records
  

Required Skills & Qualifications

• Excellent listening and communication skills

• Strong understanding of BPO voice processes

• Knowledge of quality metrics (CSAT, AHT, FCR, Compliance)

• Good analytical and decision-making skills

• Basic to intermediate MS Excel skills

• Ability to give unbiased and actionable feedback

• Attention to detail and high integrity
  

Preferred Skills

• Prior experience as QA / Senior CSA

• Knowledge of call monitoring tools & CRM systems

• Experience in customer service, sales, or support process
  

What We Offer

• Salary up to ₹20,000 per month

• Performance-based incentives

• Learning and career growth opportunities

• Supportive work environment

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