Experience: 2+ Years (Preferred)
Industry: Travel / BPO / International Sales
Shift: Night Shift
Location: Chandigarh / Zirakpur
Job Overview
We are looking for a detail-oriented Quality Analyst & Auditor to monitor calls, evaluate sales performance, and ensure compliance with company standards. The ideal candidate should have experience in call auditing, quality monitoring, and providing feedback to improve agent performance and customer experience.
Key Responsibilities
- Monitor and audit customer calls to ensure quality standards and compliance.
- Evaluate sales calls based on predefined quality parameters and scorecards.
- Identify gaps in communication, sales techniques, product knowledge, and process adherence.
- Provide constructive feedback and coaching to agents to improve performance.
- Conduct regular audits of calls, bookings, and customer interactions.
- Ensure agents follow company policies, scripts, and standard operating procedures (SOPs).
- Prepare daily, weekly, and monthly quality reports.
- Identify recurring errors and recommend corrective and preventive actions.
- Conduct calibration sessions with team leaders and operations teams.
- Track quality scores and highlight areas requiring improvement.
- Ensure accurate documentation and adherence to compliance guidelines.
Required Skills & Qualifications
- Experience in quality analysis, call auditing, or quality assurance in a BPO or travel sales process.
- Strong understanding of call monitoring and quality evaluation techniques.
- Excellent analytical, communication, and reporting skills.
- Good knowledge of MS Excel and quality monitoring tools.
- Ability to identify process gaps and recommend improvements.
- Solid attention to detail and decision-making skills.
- Prior experience in an international voice process will be an added advantage.
How to Apply
Interested candidates can share their updated resumes with the recruitment team.
Pay: ₹25,000.00 - ₹45,000.00 per month
Advantages:
- Commuter assistance
- Food provided
- Provident Fund
Work Location: In person
📌 Quality Analyst - Night Shift (Chandigarh)
🏢 sky fly world
📍 Chandigarh
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