Quality Analyst for Call center

Key Responsibilities:

• Monitor inbound and outbound calls of telecallers on a daily/weekly basis.
• Evaluate call quality based on predefined parameters and scoring sheets.
• Identify areas of improvement and provide actionable feedback to telecallers.
• Conduct one-on-one coaching sessions to help improve call handling and conversion skills.
• Ensure adherence to scripts, process guidelines, and customer service standards.
• Prepare daily, weekly, and monthly QA reports for management review.
• Track telecaller performance, highlight repeat errors, and recommend corrective actions.
• Coordinate with team leaders and HR for training requirements.
• Maintain call recordings, audit sheets, and documentation.
• Support the call center in achieving monthly targets through quality improvements.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Paid sick time
• Provident Fund

Work Location: In person