Key Responsibilities:
Monitor and evaluate inbound & outbound customer interactions
Conduct call audits and calibration sessions
Provide structured feedback and coaching to agents
Ensure adherence to quality, compliance, and process standards
Prepare quality reports, scorecards, and performance analysis
Identify performance gaps and recommend process improvements
Drive quality initiatives to enhance customer experience
Requirements:
1+ year of experience in Quality, Call Auditing, BPO, or Call Center Operations
Hands-on experience in call monitoring, auditing, and calibration
Solid analytical skills and attention to detail
Excellent verbal and written communication skills
Good knowledge of QA methodologies and tools
Proficiency in MS Excel and Word
Regional language proficiency is mandatory
Graduation preferred
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Contact: Raksha Shukla | (phone hidden)
📌 Quality Analyst (Mumbai)
🏢 PolicyBazaar
📍 Mumbai