Job DescriptionKey Responsibilities

NMonitor and evaluate inbound & outbound customer interactions

NConduct call audits and calibration sessions

NProvide structured feedback and coaching to agents

NEnsure adherence to quality, compliance, and process standards

NPrepare quality reports, scorecards, and performance analysis

NIdentify performance gapsand recommend process improvements

NDrive quality initiativesto enhance customer experience

NRequirements:

N1+ year of experience in Quality, Call Auditing, BPO, or Call Center Operations

NHands-on experience in call monitoring, auditing, and calibration

NStrong analytical skills and attention to detail

NExcellent verbal and written communication skills

NGood knowledge of QA methodologies and tools

NProficiency in MS Excel and Word

NRegional language proficiency is mandatory

NGraduation preferred

nShare your CV: [email protected]

NContact: Raksha Shukla | (phone hidden)

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