Role & responsibilities

- Monitor and audit international customer support and sales calls.

- Evaluate calls based on predefined quality parameters and compliance guidelines.

- Prepare daily, weekly, and monthly quality reports.

- Provide constructive feedback and coaching recommendations to agents.

- Identify performance gaps and suggest process improvements.

- Maintain quality scorecards and ensure accurate documentation.

- Work closely with Team Leaders and Operations to improve overall service quality.

- Ensure adherence to company policies, client requirements, and communication standards.

- Participate in calibration sessions and quality meetings.

Required Skills

- 1-2 years of experience as a Quality Analyst in an International BPO.

- Robust understanding of call auditing and quality monitoring processes.

- Excellent verbal and written English communication skills.

- Good listening, analytical, and documentation skills.

- Proficiency in MS Excel and MS Office.

- Ability to work independently in a fast-paced environment.

- Attention to detail with a customer-focused mindset.

Why Join Us?

- Professional work environment.

- Career growth opportunities.

- Performance-driven culture.

📌 Call Quality Analyst (Kanpur)
🏢 Aarav Tech Services
📍 Kanpur