Role & responsibilities HR- (phone hidden)

- Conduct quality audits for customer interactions across Calls, Chat, Email, and social media as per defined guidelines.

- Monitor transactions, identify quality gaps, and highlight process failure modes.

- Provide feedback and coaching to improve agent performance.

- Support Bottom Quartile (BQ) improvement initiatives and corrective action plans (CAPA).

- Participate in calibration sessions to ensure scoring consistency.

- Identify compliance and process adherence gaps and escalate concerns appropriately.

- Prepare and publish quality reports, insights, and trend analysis.

- Support continuous improvement initiatives to enhance customer experience and process quality

Preferred candidate profile

- Minimum 1-2 years of Quality Analyst experience in a Contact Centre / Customer Experience workplace.

- Hands-on experience in transaction audits,



quality monitoring, calibration, coaching, and reporting.

- Strong understanding of Quality metrics, BQ management, RCA, CAPA and compliance monitoring.

- Proficient in Microsoft Excel (VLOOKUP, XLOOKUP, Pivot Tables, Conditional Formatting) and reporting tools.

- Strong verbal and written communication skills.

- Ability to independently conduct audits, provide actionable feedback, and perform RCA.

- Must successfully clear Process, Quality, and Compliance Certifications during onboarding.

- Ability to work effectively with Operations, Training, and Quality stakeholders.

- Commitment to maintaining confidentiality and adhering to organizational policies and processes.

📌 Quality Analyst - Contractual (Goregaon)
🏢 CIEL HR
📍 Goregaon