Job Description
Key Responsibilities:
✅ Monitor and evaluate inbound & outbound customer interactions
✅ Conduct call audits and calibration sessions
✅ Provide structured feedback and coaching to agents
✅ Ensure adherence to quality, compliance, and process standards
✅ Prepare quality reports, scorecards, and performance analysis
✅ Identify performance gaps and recommend process improvements
✅ Drive quality initiatives to enhance customer experience
Requirements:
✅ 1+ year of experience in Quality, Call Auditing, BPO, or Call Center Operations
✅ Hands-on experience in call monitoring, auditing, and calibration
✅ Strong analytical skills and attention to detail
✅ Excellent verbal and written communication skills
✅ Good knowledge of QA methodologies and tools
✅ Proficiency in MS Excel and Word
✅ Regional language proficiency is mandatory
✅ Graduation preferred
Share your CV:
Contact: Raksha Shukla | 8962509811