Listen to inbound & outbound calls and evaluate them based on quality parameters.
Identify gaps in communication, process adherence, and customer handling.
Prepare daily/weekly call audit reports.
Share feedback and improvement points with agents and team leaders.
Maintain QA dashboards and audit trackers.
Ensure compliance with company SOPs and customer service standards.
Recommend areas for training and process enhancements.
Required Skills
Strong listening skills and attention to detail.
Excellent communication (English & Hindi).
Ability to identify errors and improvement areas.
Good knowledge of MS Excel (audit sheets, tracking).
Understanding of BPO calling processes (Inbound/Outbound).
Analytical mindset and problem-solving ability.
Qualifications
Graduate/Undergraduate can apply.
Experience in QA / Call Auditing / Quality Analyst preferred.
Job Types: Full-time, Permanent
Pay: ₹18,000.00 - ₹20,000.00 per month
Benefits:
Health insurance
Provident Fund
Experience:
* Quality assurance: 4 years (Required)
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