Call Quality Analyst

Since you need someone specialized in Quality Control (QC) and SOP (Standard Operating Procedure) Implementation, the role becomes less about "checking boxes" and more about ensuring the process remains airtight.

Here is the targeted Job Description for a Quality Specialist at Radical Minds, Marathahalli, with a focus on audit rigor and process compliance.

Job Title: Quality Specialist (QC & Process Compliance)Location: Marathahalli, Bangalore

Experience: 3+ Years in BPO Quality

Language: Mandatory English & Hindi

• Core Focus: QC & SOP ImplementationSOP Enforcement: You will be the custodian of the Standard Operating Procedures. This means ensuring that every agent follows the "Gold Standard" of the client-approved workflow.
• QC (Quality Control): Moving beyond simple monitoring to active control—identifying deviations from the process in real-time and implementing immediate corrective actions.
• Call Monitoring & Audit:
• Conducting high-volume audits with a focus on Compliance Fatals (Data privacy, verification fails).
• Ensuring the "Call Flow" (Opening, Probing, Resolution, Closing) aligns perfectly with the SOP.
• Gap Analysis: If a process change is introduced, you are responsible for updating the audit scorecard and ensuring the team transitions to the new SOP without a dip in quality.

Detailed Responsibility BreakdownFeatureRequirementCall Audit RigorAuditing for both Soft Skills (tone/empathy) and Technical Accuracy (SOP adherence).SOP UpdatesReviewing SOPs monthly to ensure they reflect current client requirements and "best practices."ReportingGenerating Daily/Weekly Quality Reports that highlight specific SOP breaches.Hindi/English AuditAbility to detect when an agent uses the wrong terminology in Hindi that might violate the English SOP guidelines.