Location: Karol Bagh Delhi
Department: Operations - Quality
Employment Type: Full time

Job Summary

Key Responsibilities
- Monitor and audit customer calls as per the quality framework.
- Evaluate agent performance and provide constructive feedback.
- Conduct calibration sessions with Operations and Training teams.
- Prepare daily, weekly, and monthly QA reports.
- Identify performance trends and recommend process improvements.
- Ensure adherence to client guidelines, SOPs, and compliance standards.
- Work closely with Team Leaders to improve agent quality scores.
- Support new hire audits and OJT quality monitoring.
- Maintain quality scorecards and documentation.
- Participate in client calibration and quality review meetings.

Required Skills:
- Excellent communication skills (Verbal & Written).




- Strong analytical and problem-solving abilities.
- Good knowledge of QA tools, call monitoring, and audit processes.
- Proficiency in MS Excel, Word, and PowerPoint.
- Ability to coach and mentor agents.
- Strong attention to detail and time management
- Minimum 1-3 years of experience as a Quality Analyst in a BPO (Voice Process).
- Experience in Domestic Voice Process preferred.
- Knowledge of CSAT, AHT, FCR, Compliance, and Quality Metrics is an advantage.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits:
- Paid sick time
- Provident Fund

Work Location: On the road

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