Quality Analyst (Call Audit)

• Conduct quality audits of Sales calls to assess performance against key quality metrics, including accuracy, tone, professionalism, and compliance with scripts.
• Prepare daily, weekly, and monthly quality reports detailing call quality trends, performance metrics, and areas for improvement.
• Provide constructive feedback to sales representatives based on call evaluations, highlighting strengths and areas for improvement.
• Ensure that all customer interactions comply with internal policies and external regulations. Identify and report any deviations or compliance issues.
• Collaborate with the training team to identify gaps and recommend areas for skill enhancement. Participate in process improvement initiatives.
• Work closely with team leads and supervisors to maintain the consistency of service delivery. Contribute to team meetings and suggest improvements based on call data.

Mandatory Requirements:

• Candidate should be experienced in quality assurance or call auditing in a call centre environment .
• Excellent verbal and written communication skills with the ability to provide clear, actionable feedback.
• Strong attention to detail in reviewing calls and identifying issues related to quality standards.
• Ability to analyze data, identify trends, and generate insights to improve overall call quality.
• Ability to identify issues quickly and offer solutions for resolution.

Pay: ₹18,000.00 - ₹35,000.00 per month

Benefits:

• Cell phone reimbursement
• Provident Fund

Work Location: In person