Quality Analyst - Call Auditor

Job description:  Quality Executive

The Quality Executive is responsible for ensuring high service quality standards in business process and operations. This role involves monitoring, analyzing, and improving Calling processes to enhance efficiency, compliance, and customer satisfaction. The executive works closely with operations teams, compliance departments, and client stakeholders to drive continuous improvement.

Key Responsibilities:

Monitor and evaluate calls, emails, chats, or back-office processes to ensure adherence to quality standards.
Conduct quality audits, analyze trends, and provide feedback to enhance operational effectiveness.
Ensure compliance with company policies, regulatory requirements, and client-specific SLAs.
Implement corrective action plans to address identified gaps and risks.
Identify areas of improvement in workflows, processes, and service delivery.
Work with teams to optimize productivity, reduce errors, and enhance service levels.
Conduct root cause analysis for performance deviations and suggest process enhancements.
Collaborate with operations to set and review quality benchmarks.
Provide coaching and feedback to agents to improve quality performance.
Assist in developing training materials and conducting refresher sessions.
Support knowledge transfer and process standardization for new projects.
Prepare detailed reports on quality scores, trends, and agent performance.
Maintain updated process documentation and compliance records.
Present insights and recommendations to management and clients.

Key Skills & Competencies:

Strong analytical and problem-solving skills.
Excellent communication skills.
Proficiency in data analysis and Call quality monitoring abilties.
Attention to detail with a focus on accuracy and compliance.
Ability to work independently and collaboratively in a fast-paced environment.

Qualifications & Experience:

Master’s/Bachelor’s degree compulsary.
Experience in quality assurance in Call Center/ NBFC / Telecom or a related industry is preferred.
Excellent Salary and other emoluments will be offered.

• It is a Full Time Marketing job for candidates with 0 - 1 years of experience.

More about this Quality Analyst - Call Auditor job

1. What is the eligibility criteria to apply for this Quality Analyst - Call Auditor job?
   Ans: The candidate should be Graduate and above and above with 0 - 1 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹15000 - ₹20000 per month that depends on your interview. It's a Full Time job in Indore.
3. How many working days are there for this Quality Analyst - Call Auditor job?
   Ans: This Quality Analyst - Call Auditor job will have 6 working days.
4. Are there any charges applicable while applying or joining this Quality Analyst - Call Auditor job?
   Ans: No, there is no fee applicable for applying this Quality Analyst - Call Auditor job and during the employment with the company, i.e., ALPHA WEALTH RESEARCH.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Quality Analyst - Call Auditor role?
   Ans: There is an immediate opening of 1 Quality Analyst - Call Auditor at ALPHA WEALTH RESEARCH
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Marketing job.
8. What are the timings of this Quality Analyst - Call Auditor job?
   Ans: This Quality Analyst - Call Auditor job has 09:00 AM - 06:00 PM timing.