Job Title: Quality Assurance Analyst – Call Auditing
Location: H169, Sec.63 Noida
Company: Speed Global Solutions
Salary- 32K to 42K in hand
Job Summary: We are seeking a highly motivated and detail-oriented Quality Assurance (QA) Analyst for our Call Auditing team. This role involves reviewing and analyzing customer service calls to assess the quality, compliance, and performance of customer interactions. The ideal candidate will have strong attention to detail, excellent communication skills, and a passion for maintaining high-quality service standards.
Key Responsibilities:
• Conduct regular audits of customer service calls to ensure they meet company standards for quality, compliance, and customer satisfaction.
• Identify areas of improvement and provide feedback to agents regarding their performance.
• Score and evaluate calls based on predefined criteria such as communication clarity, adherence to script, issue resolution, professionalism, and compliance with industry regulations.
• Report audit findings and trends to management and recommend actions for improvement.
• Maintain accurate records of audited calls and performance reports.
• Collaborate with training teams to develop and deliver feedback sessions for agents based on audit results.
• Analyze call data to identify patterns, potential issues, and opportunities for process improvements.
• Ensure that customer interactions comply with company policies, industry regulations, and legal requirements.
• Participate in the development and refinement of QA evaluation criteria and scoring systems.
• Provide ongoing coaching and guidance to agents, fostering a culture of continuous improvement.
• Assist with the development of reports and dashboards to monitor performance metrics.
Qualifications:
• Bachelor’s degree or equivalent experience preferred.
• Proven experience in a QA role, preferably within a call center or customer service environment.
• Robust understanding of call center metrics, customer satisfaction indicators, and compliance standards.
• Excellent attention to detail and analytical skills.
Benefits:
• Competitive salary
• Cab Facility for both (Male and Female)
• One-time meal