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 environment.
- 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.
- Solid 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