Key Responsibilities

Monitor and evaluate inbound and outbound customer calls, emails, chats, or other customer interactions.

Conduct quality audits using predefined scorecards and evaluation parameters.

Ensure adherence to company policies, client guidelines, and regulatory compliance.

Identify performance gaps and provide actionable feedback to agents and team leaders.

Prepare quality reports and audit summaries.

Participate in calibration sessions to maintain consistency in quality evaluations.

Maintain audit records and ensure timely completion of assigned evaluations.

Required Qualifications

Bachelor's degree or equivalent (preferred).

1–3 years of experience in a BPO quality or call auditing role.

Robust understanding of customer service processes and quality assurance methodologies.

Experience using QA scorecards and quality monitoring tools.

Proficiency in Microsoft Excel, Word, and reporting tools.

📌 Call Quality Analyst, Inbound Audit, Outbound Audit, Email Audit, New Delhi
🏢 Derma Puritys
📍 New Delhi