Excellent verbal and written communication skills.
Solid understanding of Quality Management tools such as Pareto Charts, Flowcharts, Control Charts, and other quality improvement methodologies.
Good knowledge of call auditing processes, quality assurance frameworks, process compliance, and customer service standards.
Proficient in Microsoft Excel, including formulas, filters, Pivot Tables, reporting, and basic data analysis.
Solid analytical and observation skills with the ability to identify trends, root causes, and improvement opportunities.
Ability to deliver constructive feedback and coach advisors to improve performance.
Excellent documentation, reporting, and presentation skills.




High attention to detail with a focus on accuracy and consistency in audits.
Good understanding of contact center metrics, including CSAT, DSAT, FCR, AHT, QA Scores, and other operational KPIs.
Strong listening, probing, decision-making, and problem-solving skills.
Effective time management skills with the ability to prioritize tasks and consistently meet audit targets.
Ability to work collaboratively in a fast-paced, performance-driven setting.

Benefits:
Food provided
Paid sick time
Provident Fund

Work Location: In person

📌 Quality Analyst Gurugram
🏢 Kredito24.in
📍 Gurugram