We are looking for a detail-oriented and analytical Call Audit Analyst (QA) to monitor and improve the quality of customer interactions. The candidate will be responsible for call auditing, providing feedback, and ensuring compliance with internal and external quality standards.
Key Responsibilities:
- Conduct quality checks of calls to ensure adherence to company standards and processes - Perform calibration sessions (internal and external) to maintain consistency in evaluations - Deliver constructive feedback and coaching to agents for performance improvement
- Assist in training and development programs, including coordination with trainers
- Manage and evaluate WBR (Weekly Business Review) and MBR (Monthly Business Review) processes (both internal and external)
- Identify performance gaps and suggest actionable improvements
- Ensure compliance with company policies and client requirements
Requirements:
- Minimum 1 year of experience as a Quality Analyst (QA)
- Prior experience in quality auditing and feedback delivery
- Strong communication and analytical skills
- Experience in call calibration and reporting (WBR/MBR)
- Ability to collaborate with trainers and op
Preferred Skills:
- Experience in process improvement and performance tracking
- Good understanding of quality frameworks and metrics
- Robust attention to detail and problem-solving abilities
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits
- Paid time off
Application Question(s)
- How many years of experience do you have specifically as a Call Audit Analyst (QA)?
- Which process/client have you worked for as a Call Audit Analyst (QA)?
- What quality metrics have you worked with?
- How do you provide feedback to an agent after identifying quality gaps?
- How comfortable are you with Excel/Google Sheets?