Job Description Key Responsibilities:
n Monitor and evaluate inbound & outbound customer interactions
n Conduct call audits and calibration sessions
n Provide structured feedback and coaching to agents
n Ensure adherence to quality, compliance, and process standards
n Prepare quality reports, scorecards, and performance analysis
n Identify performance gaps and recommend process improvements
n Drive quality initiatives to enhance customer experience
n Requirements:
n 1+ year of experience in Quality, Call Auditing, BPO, or Call Center Operations
n Hands-on experience in call monitoring, auditing, and calibration
n Strong analytical skills and attention to detail
n Excellent verbal and written communication skills
n Valuable knowledge of QA methodologies and tools
n Proficiency in MS Excel and Word
n Regional language proficiency is mandatory
n Graduation preferred
n Share your CV:
n Contact: Raksha Shukla | (phone hidden)