Quality Specialist

Job Title: Quality Analyst – Call Audit-(Internation experience is must)Job SummaryWe are seeking a detail-oriented Quality Analyst to conduct call audits and ensure high-quality customer interactions across voice processes. The Quality Analyst will evaluate calls against defined quality standards, provide actionable feedback, and support continuous improvement to enhance customer experience and compliance.Key ResponsibilitiesConduct regular call audits for inbound and outbound customer interactionsEvaluate calls based on defined quality parameters such as communication skills, process adherence, accuracy, compliance, and customer experienceIdentify gaps, trends, and recurring issues through call analysisPrepare and maintain detailed audit reports, scorecards, and quality dashboardsShare audit feedback with agents, team leaders, and stakeholdersSupport coaching and calibration sessions to align quality standardsMonitor compliance with client guidelines, regulatory requirements, and internal policiesParticipate in root cause analysis and recommend corrective and preventive actionsSupport quality improvement initiatives and customer satisfaction goalsRequired QualificationsGraduate in any discipline (or equivalent experience)Proven experience as a Quality Analyst in a call center or BPO environmentStrong knowledge of call audit frameworks and quality metricsExcellent listening, analytical, and documentation skillsAbility to provide constructive feedbackProficiency in MS Excel and reporting toolsPreferred SkillsExperience auditing voice, email, and chat processesKnowledge of COPC, ISO, or Six Sigma standardsExposure to compliance-driven processes (banking, insurance, healthcare, telecom)Experience with quality tools and call monitoring systemsKey CompetenciesAttention to detailStrong communication and interpersonal skillsObjectivity and fairness in evaluationsData-driven mindsetContinuous improvement orientationInterested candidate please share your resume- Contact no- 8009942815

Apply Now