Quality Analyst

Job Title: Quality Analyst

About the Role:
We are a fleet management company operating in Bangalore, Hyderabad, Mumbai, and Delhi, with our head office in Gurgaon, Haryana.

Job Description:
We are looking for a motivated and detail-oriented Telecaller QA to monitor, evaluate, and improve the performance of customer-facing call teams. The role focuses on maintaining service quality, coaching telecallers, and ensuring adherence to client SLAs.

Key Responsibilities:

Call Quality Monitoring:
• Monitor live and recorded calls for quality and compliance
• Conduct audits on communication, scripts, and accuracy
• Perform quality checks across all calling stages
• Participate in call calibration sessions

Reporting & Feedback:
• Provide actionable feedback to agents
• Prepare QA reports (daily/weekly/monthly)
• Maintain documentation of quality scores and improvements

Team Briefings & Coaching:
• Conduct sessions on call quality and customer handling
• Support team leaders in achieving quality KPIs
• Work closely with teams to meet client expectations

Essential Skills:
• Positive attitude with strong communication skills
• Problem-solving and adaptability
• Creative approach to quality improvement
• Proficiency in MS Excel and reporting tools

Benefits:
• Competitive salary
• Career growth opportunities
• Health insurance
• Flexible work schedule

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