? Teleperformance – Hiring: Quality Analyst – Call Audit
? Location: Gurgaon | Gurugram
? Company: Teleperformance
? Process: Voice / Call Audit
? Join Teleperformance | Drive Quality | Create Better Customer Experiences
Teleperformance is looking for a passionate, analytical, and detail-oriented Quality Analyst – Call Audit to join our Gurgaon team.
If you have a strong eye for detail, excellent communication skills, and a passion for quality and customer experience, this is an opportunity to make a real impact
? Key Responsibilities
? Conduct regular audits of inbound and outbound customer calls.
? Evaluate calls against defined quality, compliance, process, and customer experience parameters.
? Identify quality gaps, recurring issues, and performance trends.
? Prepare and maintain quality scorecards, audit reports, dashboards, and trackers.
? Provide constructive and actionable feedback to agents and Team Leaders.
? Participate in calibration and coaching sessions.
?️ Ensure adherence to client guidelines, compliance requirements, and internal policies.




? Support Root Cause Analysis (RCA) and recommend corrective actions.
? Contribute to continuous improvement and customer satisfaction initiatives.
? Eligibility & Requirements
Graduate in any discipline.
Prior experience as a Quality Analyst in a BPO/Contact Center environment.
Strong knowledge of call audit frameworks and quality parameters.
Excellent communication, listening, analytical, and documentation skills.
Good working knowledge of MS Excel and reporting tools.
Ability to provide objective, transparent, and impactful feedback.
⭐ Preferred Skills
Experience auditing Voice, Email, or Chat processes.
Knowledge of COPC, ISO, or Six Sigma standards.
Experience in Banking, Insurance, Healthcare, Telecom, or Collections.
Exposure to quality monitoring and call audit tools.
Knowledge of RCA, calibration, coaching, and continuous improvement.
? Key Competencies
Attention to Detail | Analytical Thinking | Communication

📌 Quality Specialist (Gurugram)
🏢 TP
📍 Gurugram