Job Summary

Key Responsibilities

- Monitor and review inbound and outbound customer interactions.
- Evaluate calls based on predefined quality standards and compliance parameters.
- Share constructive feedback and coaching points with agents and team leaders.
- Prepare daily, weekly, and monthly quality performance reports.
- Identify recurring issues, process gaps, and training requirements.
- Ensure adherence to company policies, customer service protocols, and communication guidelines.
- Collaborate with operations and training teams to improve overall process quality.
- Maintain accurate records of audits, evaluations, and performance assessments.
- Support continuous improvement initiatives for customer satisfaction and operational efficiency.

Requirements :

- Prior experience in Quality Analysis, Call Auditing, Customer Support, or BPO operations preferred.
- Strong verbal and written communication skills.
- Excellent listening, analytical, and observation abilities.
- Familiarity with call center quality metrics and KPIs.
- Basic to advanced knowledge of MS Excel and reporting tools.




- Ability to provide professional and constructive feedback.
- Good organizational and time-management skills.

Preferred Skills

- Experience in international or domestic voice processes.
- Knowledge of CRM systems and call monitoring software.
- Ability to multitask and work in a target-driven environment.
- Solid problem-solving and interpersonal skills.

Shift & Working Days

- Monday to Friday - 6:00 AM to 3:00 PM
- Saturday - Half Day
- Sunday - Fixed Off

Location

8th Floor, Salt Lake Electronics Complex, Megatherm Building, GP Block, Sector V, Bidhannagar, Kolkata, West Bengal - 700091

Salary

₹16,000 - ₹20,000 per month

Benefits :

- Provident Fund
- Paid Sick Leave
- Paid Leave

Or WhatsApp your CV to :+91 (phone hidden) HR - Nisha

Work Location

In-person

Pay: ₹18,000.00 - ₹20,000.00 per month

Benefits :

- Health insurance
- Leave encashment
- Provident Fund

Work Location: In person

📌 Quality Assurance Specialist (Kolkata)
🏢 Teleminds InfoTech Private
📍 Kolkata