Minimum 3yrs+ of Experience as a Quality Analyst/ Call Auditor (Required)
Key Responsibilities
Monitor and evaluate processes, calls, transactions, or outputs against defined quality standards
Conduct regular quality audits and prepare detailed evaluation reports
Identify quality gaps, root causes, and improvement opportunities
Share structured feedback with agents/teams to improve performance
Collaborate with operations and training teams to enhance quality outcomes
Track quality scores, trends, and compliance metrics
Ensure adherence to company policies, SOPs, and regulatory requirements
Support calibration sessions to align quality expectations across teams
Maintain quality documentation and audit records
Training & Coaching Support
Support coaching sessions based on audit findings
Recommend training interventions for performance improvement
Participate in refresher training and process updates
Compliance & Governance
Ensure all evaluations meet internal and external compliance standards
Flag critical quality or compliance deviations immediately
Skills & Competencies
Robust analytical and attention-to-detail skills
Excellent communication and feedback delivery
Knowledge of quality frameworks, SOPs, and audit methods
Ability to interpret data and trends
Fair, objective, and confidential approach
Qualifications (customize as needed)
Graduate in any discipline
Experience in Quality / Audit / Process Improvement (preferred)
Familiarity with QA tools, dashboards
Highlight risks, recurring issues, and improvement recommendations
Assist leadership with data-driven insights for decision-making
Job Types: Full time, Permanent Pay: ₹25,000.00 - ₹30,000.00 per month
Perks
Health insurance
Leave encashment
Paid sick time
Provident Fund
Application Question(s):
What is your Present location in Kolkata ?
Are you available for early morning shifts ?