Atiya Herbs
Call Quality Analyst
Skills
1 month ago
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Important information
Contract type:
Permanent
Salary:
₹250,000 – ₹350,000 / year
Location:
Delhi, India
Work mode:
Onsite
Published on:
11 September 2026
What they need
Role & responsibilities
Quality Monitoring & Audits
- Conduct call audits to ensure quality, compliance, and process adherence.
- Evaluate Sales Calls, Compliance, and Pre/Post Briefing.
- Provide actionable feedback to improve agent performance.
QC & Performance
- Track quality metrics and identify performance trends.
- Monitor KPIs and ensure consistent quality standards.
Coaching & Training
- Conduct one-on-one coaching and feedback sessions.
- Support agents in improving communication and customer handling.
Reporting & Compliance
- Prepare quality and performance reports.
- Identify gaps and recommend improvement actions.
- Ensure adherence to company policies and industry standards.
Preferred candidate profile
Experience: Minimum of 1- 3 years of sales/cs/complaint audits experience in BPO quality analysis, with at least 1-3 years in a voice process environment
Skills: Expertise in quality monitoring, strong analytical abilities, excellent communication skills, and proficiency in performance management.
Interested Candidates can call or WhatsApp on 9220601643 hr karthika
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