Job Description

Key Responsibility Area

Monitor and evaluate outbound calls handled by associates, including escalated interactions.

Verify medical information and ensure strict adherence to client and compliance guidelines.

Maintain high accuracy levels in documentation, verification steps, and call outcomes.

Support new associates by providing clarification on call-handling procedures and workflow steps.

Deliver daily feedback to team members regarding call quality issues or process deviations.

Consistently achieve and exceed productivity and quality performance metrics.

Experience in Outsourcing (BPO, KPO, LPO, RPO, ETC) industry is mandatory.

Experience Required

Minimum 2 to 3 year of experience in an outbound calling role; prior experience in a BPO is preferred.

Skills Required

Strong communication and customer-handling skills, especially with US clients.

Strong analytical capability with the ability to identify errors and gaps.

Good problem-solving skills and attention to detail.

Job Types: Full-time, Permanent

Pay: ?35,000.00 - ?40,000.00 per month

Benefits:

Paid sick time Paid time off
Application Question(s):

How many years of experience do you have as a Quality Analyst in a BPO or call center environment? Have you audited outbound call process? Have you worked on US-based voice campaigns process before? Do you have experience preparing quality reports and presenting trends or improvement plans? Are you experienced in monitoring live or recorded calls and sharing feedback with agents? Have you conducted refresher trainings or coaching sessions for performance improvement? Are you available to work night shifts from 8 PM to 6 AM IST? Are you located in Ahmedabad or willing to work from our Nehrunagar office? What is your notice period, or when can you join?
Work Location: In person