Hi,

We are hiring...!

Job Title: Quality Analyst Call Audit
Location: Work from Office (5 Days a Week)
Shift: Night Shifts

Salary: 5LPA

Job Summary
We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions, ensure compliance with quality standards, and provide actionable feedback to improve agent performance and the overall customer experience.

Key Responsibilities
Monitor and audit inbound and outbound customer calls.
Evaluate calls based on predefined quality parameters and scorecards.
Provide constructive feedback and coaching to agents to improve performance.
Identify trends, process gaps, and recurring customer issues.
Ensure adherence to company policies, SOPs, and compliance standards.
Prepare quality reports and share performance insights with stakeholders.




Collaborate with Operations and Training teams to drive continuous improvement.
Maintain accurate audit records and documentation.
Participate in calibration sessions to ensure scoring consistency.

Requirements
Bachelor's degree in any discipline.
Solid understanding of call quality frameworks and audit processes.
Excellent communication, listening, and analytical skills.
Proficiency in MS Excel, Word, and PowerPoint.
Ability to provide effective coaching and feedback.
Strong attention to detail and problem-solving skills.

Interested candidate can share their CV on

[email protected]

📌 Quality Analyst (New Delhi)
🏢 Bill Gosling
📍 New Delhi