Role & responsibilities

Quality Monitoring & Audits

- Conduct call audits to ensure quality, compliance, and process adherence.
- Evaluate Sales Calls, Compliance, and Pre/Post Briefing.
- Provide actionable feedback to improve agent performance.

QC & Performance

- Track quality metrics and identify performance trends.
- Monitor KPIs and ensure consistent quality standards.

Coaching & Training

- Conduct one-on-one coaching and feedback sessions.
- Support agents in improving communication and customer handling.

Reporting & Compliance

- Prepare quality and performance reports.
- Identify gaps and recommend improvement actions.
- Ensure adherence to company policies and industry standards.

Preferred candidate profile Experience: Minimum of 1- 3 years of sales/cs/complaint audits experience in BPO quality analysis, with at least 1-3 years in a voice process environment

Skills: Expertise in quality monitoring, robust analytical abilities, excellent communication skills, and proficiency in performance management.

Interested Candidates can call or WhatsApp on (phone hidden) hr karthika

📌 Call Quality Analyst (New Delhi)
🏢 Atiya Herbs
📍 New Delhi