? 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 setting.
- 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, clear, 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

Attenti

📌 Quality Specialist (India)
🏢 TP
📍 India