Junior Quality Analyst-Call audit

Roles & Responsibilities:

• Audit, analyse, report, and recommend improvements to ensure quality assurance standards are achieved.

• Implement and monitor preventive and corrective actions.

• Monitor and analyse customer support trends and performance metrics.

• Track and record KPIs across various departments.

• Develop and maintain agent performance measurement criteria (QA scorecards).

• Assess agent performance regularly and provide constructive feedback.

• Ensure adherence to quality standards and internal processes.

• Compile and analyse statistical data, including KPIs and performance reports.

• Identify process improvement opportunities and implement internal quality strategies.

• Draft and execute quality assurance policies and procedures.

• Provide coaching and guidance to agents for performance improvement.

• Demonstrate strong empathy and emotional intelligence while handling evaluations.

Skills & Qualifications Required:

Quality Control Certification (added advantage)

Strong attention to detail

Excellent verbal and written communication skills

Strong data analysis and statistical aptitude

Good interpersonal and coaching skills

Experience in call auditing and call monitoring

Proficiency in MS Office

Good presentation skills

Goal-oriented with alignment to company mission and vision

Marathi, Hindi- Mandatory