Call Auditor / Quality Analyst - BPO

We are hiring a Call Auditor to monitor and evaluate customer calls, identify quality gaps beyond system parameters, and drive continuous improvements in current processes to enhance customer experience and overall performance.

Job Role & Responsibilities;

• Audit inbound and outbound customer calls as per defined quality parameters.
• Identify gaps beyond system-defined checkpoints and suggest process improvements.
• Provide actionable feedback to Team Leaders and agents to improve call quality and customer experience.
• Track recurring quality issues and share insights for corrective action.
• Prepare quality reports and highlight trends, risks, and improvement opportunities.

Key Skills & Expectations;

• Strong analytical and listening skills.
• Ability to think beyond the system and contribute to improving current mechanisms and process achievements.
• Good communication and feedback delivery skills.

Qualification

• Any Graduate (preferred).
• 1–2 Years of experience as Quality Analyst in call center.

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person