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 Robust analytical skills and attention to detail /n Excellent verbal and written communication skills /n Good 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: [email protected] /n Contact: Raksha Shukla | (phone hidden)