call quality analyst

V Power Logistics

This is a night shift role from 6 pm to 3 am( mon to Fri)Job Title: Quality Analyst &ndash; Sales &amp; Operations (US Logistics)Responsibilities:* Monitor and evaluate inbound/outbound calls for Sales and Operations teams.* Ensure adherence to process, compliance, and communication standards.* Provide clear, constructive feedback to employees and support performance improvement.* Conduct training for new hires and refresher sessions for existing staff.* Prepare quality reports, maintain scorecards, and identify improvement opportunities.* Collaborate with team leads to improve call quality, customer experience, and process efficiency.Requirements:* 2&ndash;4 years of QA or training experience in logistics/BPO/customer service.* Strong understanding of US logistics processes.* Excellent communication, coaching, and analytical skills.* Proficient with call evaluation tools and MS Office.Job Type: Full-timePay: ₹30,000.00 - ₹45,000.00 per monthBenefits:<ul><li>Food provided</li></ul>Work Location: In person

Call Quality Analyst

brocus it solutions pvt ltd

Designation: Quality Analyst (International -Sales process)Job brief: The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of Sales or customer service provided by agents in a BPO environment. This role involves assessing interactions, ensuring compliance with company standards, identifying training needs, and working with stakeholders to enhance overall service delivery.Roles and responsibilities:<ul><li>Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence to technical and service quality standards.</li></ul><ul><li>Identify areas of improvement in troubleshooting processes, product knowledge, and communication skills.</li></ul><ul><li>Provide detailed feedback to agents and team leads on technical performance and quality assurance findings.</li></ul><ul><li>Generate reports on quality trends, agent performance, and process gaps.</li></ul><ul><li>Present data-driven insights to management to enhance overall service quality.</li></ul><ul><li>Assist in root cause analysis for recurring technical issues and customer dissatisfaction.</li></ul><ul><li>Develop and maintain quality scorecards and reports.</li></ul><ul><li>Work closely with trainers and team leaders to design training programs based on quality audits.</li></ul><ul><li>Conduct quality calibration sessions to ensure uniform evaluation across teams.</li></ul><ul><li>Provide coaching sessions to agents to enhance technical troubleshooting skills.</li></ul>1) Required Skills: <ul><li>Candidates must be comfortable working in the night shift and working from office.</li></ul><ul><li>Excellent written and verbal communication.</li></ul><ul><li>Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.</li></ul><ul><li>Candidates from international BPO backgrounds are preferred.</li></ul>Perks &amp; Benefits: ✓ Incentives ✓ Benefits of Insurance ✓ 5 Working Days ✓ US Shifts.Job Type: Full-timePay: ₹340,000.00 - ₹600,000.00 per yearBenefits:<ul><li>Health insurance</li></ul>Work Location: In person

WYZMINDZ Solutions Private Limited

Job Description &ndash; Quality AuditorWe are hiring a Quality Auditor at Wyzmindz Solution Private Limited. The role is focused on auditing customer interactions, ensuring compliance, and driving quality improvements in a BPO setup.Key Responsibilities:Conduct audits of calls, emails, chats, and complaint audits.Identify gaps, share feedback with agents/teams, and suggest improvements.Maintain audit reports and highlight key findings for management.Provide coaching support to improve customer interactions and compliance.Ensure adherence to processes, policies, and regulatory standards.Requirements:Graduate degree or equivalent experience.Prior QA/auditing experience, preferably in BPO /customer service.Strong banking experience in customer service will be preferred.Good analytical, communication, and feedback skills.Detail-oriented with strong organisational and time management skills.Language : Hindi &amp; EnglishImmediate joiners preferred.Job Details: Organization: Wyzmindz Solution Private LimitedLocation: Noida, Sector 63Work Module: Work from OfficeJob Types: Full-time, PermanentJob Types: Full-time, PermanentPay: ₹300,000.00 per yearBenefits:<ul><li>Health insurance</li><li>Provident Fund</li></ul>Work Location: In person

Shinewell

Designation : Quality Analyst, Call AuditingLocation : Koramangala, Bangalore.Reporting : Quality Team LeaderShift : Day ShiftCTC : up to 3.6 LPAWork Experience: minimum 6 months outbound call handling experience and work experience in outbound or customer facing roleCandidate should be fluent in English &amp; Hindi with below languagesShould have good analytical skills Identify root causes by regular RCA with the TLs Handle escalations:Regional Languages should know along with:1. English, Hindi and Marathi.2. English, Hindi and Bengali3. English, Hindi and South Indian Languages&middot; Mode of interview- face to face&middot; Notice period- Immediate/15 daysJob Type: Full-timePay: ₹350,000.00 - ₹360,000.00 per yearBenefits:<ul><li>Provident Fund</li></ul>Work Location: In person

Quality Analyst, Call Auditing

Designation : Sr. Quality Analyst, Call AuditingLocation : Koramangala, Bangalore.Reporting : Quality Team LeaderShift : Day ShiftCTC : up to 4.2 LPAWork Experience: minimum 2 years of exp. in Call Auditing and work experience in outbound or customer facing roleCandidate should be fluent in English &amp; Hindi with below languagesShould have good analytical skills Identify root causes by regular RCA with the TLs Handle escalations:Regional Languages should know along with:1. English, Hindi and Kannada&middot; Mode of interview- face to face&middot; Notice period- Immediate/15 daysJob Type: Full-timePay: ₹380,000.00 - ₹420,000.00 per yearBenefits:<ul><li>Provident Fund</li></ul>Work Location: In person

Sr. Quality Analyst

<div>
 
 
 Position- Quality Analyst
 
 
 
 Location- Goregoan (silver metropolis)
 
 
 US Shifts 5 Days working 2 rotational week off
 
 
 24/7
 
 
 
 
 
 
 Job description
 
 
 
 
 Roles and Responsibilities
 
 
 <ul>
 <li>
 
 Conduct call audits to ensure quality standards are met.
 
 </li>
 <li>
 
 Lead by example and set high expectations for self and team.
 
 </li>
 <li>
 
 Handle team performance, provide feedback, and coach team members.
 
 </li>
 <li>
 
 Ensure effective communication among team members through regular meetings and updates.
 
 </li>
 <li>
 
 Identify areas of improvement and implement process changes to enhance overall performance.
 
 </li>
 </ul>
 
 
 
 
 
 mamta.parmar2@teleperformancedibs.com
 
 
</div>

Quality Analyst

Endeavor Health

<div><div>Hourly Pay Range:</div>
$24.86 - $37.29 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.<div></div><div>
Position Highlights:</div><ul><li>
Sign on bonus: N/A</li><li>
Position: Workforce Optimization Analyst</li><li>
Location: Skokie, IL</li><li>
Full Time/Part Time: Full-Time</li><li>
Hours: Monday-Friday: 8:30 am - 5:00 pm</li><li>
Required Travel: N/A</li></ul><div> 
A Brief Overview: 
The Workforce Optimization Analyst reports directly to the Sr Manager of Workforce Optimization. This role is responsible for ensuring that the call center operates efficiently by optimizing staff scheduling, forecasting call volumes, and analyzing workforce performance data. This role involves creating staffing models, generating reports, and utilizing workforce management (WFM) tools to balance resources with call demand, minimizing wait times, and maximizing agent productivity. 
 
The WFO Analyst works closely with operations teams to forecast staffing needs, develop schedules, and adjust them in real-time based on changing business demands. This position also focuses on analyzing trends in call patterns, service levels, and key performance indicators (KPIs) to make informed decisions that enhance the customer experience while improving operational efficiency. 
 
Additionally, the WFO Analyst provides recommendations to management on process improvements, resource allocation, and system enhancements. The ideal candidate has strong analytical skills, proficiency in WFM tools, and a deep understanding of call center operations to ensure optimal resource utilization and service delivery. 
 
What you will do:</div><ul><li>
Workforce Planning and Forecasting 
 
Forecast Call Volumes and Staffing Needs. Analyze historical data and trends to forecast future call volumes, handling times, and customer demand across various shifts and channels. Develop long-term and short-term staffing forecasts to ensure adequate coverage, taking into account factors such as seasonality, marketing campaigns, and special events. 
 
Develop and Maintain Staffing Models. Create dynamic staffing models that account for varying workloads, agent availability, and service level agreements (SLAs). Adjust staffing forecasts as needed to account for changes in business operations or unplanned events such as outages or system upgrades. 
 
Generate Real-Time and Intraday Adjustments. Monitor real-time call volumes and agent activity to make immediate adjustments to schedules as needed, ensuring optimal staffing levels and service performance throughout the day. Recommend overtime or additional shifts when there are unplanned spikes in call volumes or customer demand.</li><li>
Scheduling and Capacity Management 
 
Create and Maintain Agent Schedules. Design and implement agent schedules that balance business needs with agent preferences and contractual obligations (e.g., full-time vs. part-time, shift rotations, breaks, and time off). 
 
Ensure that schedules optimize coverage during peak hours while minimizing underutilization during quieter periods. 
 
Monitor and Adjust Schedule Adherence. Track agent adherence to assigned schedules, including log-in and log-out times, breaks, and shift start/end times. Work with supervisors and agents to correct adherence issues and improve time management. 
 
Administer Time-Off Requests and Shift Swaps. Manage and process time-off requests, shift changes, and schedule adjustments in a way that minimizes disruptions to service levels. Ensure that time-off policies are followed and that any approved requests are accounted for in staffing forecasts.</li><li>
Performance Monitoring and Analysis 
 
Analyze Workforce and Operational Performance Data. Review performance metrics such as service level, average handle time (AHT), occupancy rates, and customer satisfaction (CSAT) to identify opportunities for operational improvement. Conduct trend analysis to understand the impact of workforce management decisions on call center performance and resource utilization. 
 
Generate Workforce Performance Reports. Prepare detailed reports that summarize call center performance metrics, including staffing efficiency, productivity, service levels, and KPI compliance. 
 
Present workforce-related insights and recommendations to management and operational teams to inform strategic decision-making. 
 
Monitor Key Performance Indicators (KPIs). Track and monitor KPIs such as first-call resolution (FCR), average speed of answer (ASA), and adherence to service level agreements. Analyze gaps between forecasted and actual performance, recommending corrective actions to optimize workforce utilization.</li><li>
Workforce Optimization Tools and Systems 
 
Utilize Workforce Management (WFM) Tools. Leverage WFM software to automate forecasting, scheduling, and real-time workforce adjustments. Ensure data accuracy and system integrity by regularly updating agent profiles, historical call data, and forecast parameters within the WFM tool. 
 
Implement Automation and Efficiency Solutions. Explore and implement new technologies and processes that enhance workforce optimization and improve efficiency in managing agent resources. Collaborate with IT and software vendors to troubleshoot issues and optimize system performance. 
 
Provide WFM System Training and Support. Train supervisors and team leads on WFM tools, dashboards, and reporting functionalities to ensure smooth adoption and utilization of these systems. Provide ongoing support and troubleshooting assistance for workforce management software and tools. 
 
Perform other duties as assigned.</li></ul><div> 
What you will need:</div><ul><li>
Associates Degree Preferred</li><li>
2 Years Call Center Workforce Management experience required</li><li>
Experience in contact center workforce management and analysis programs</li><li>
Exceptional written and verbal communication skills</li><li>
A strong understanding of the contact center environment and the role workforce management plays in the attraction, retention, and performance of high-quality employee talent</li></ul><div>
Benefits:</div><ul><li>
Career Pathways to Promote Professional Growth and Development</li><li>
Various Medical, Dental, and Vision options</li><li>
Tuition Reimbursement</li><li>
Free Parking at designated locations</li><li>
Wellness Program Savings Plan</li><li>
Health Savings Account Options</li><li>
Retirement Options with Company Match</li><li>
Paid Time Off</li><li>
Community Involvement Opportunities</li></ul></div><div></div>

Workforce Optimization Analyst- Skokie, IL

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