Call Quality Analyst (BPO)
Jeena Sikho Lifecare LimitedFixed
₹15,000 - ₹32,000
Earning Potential
₹32,000
Fixed
₹15,000 - ₹32,000
Earning Potential
₹32,000
Work from Office
Full Time
Min. 2 years
Basic EnglishJob highlights
12 applicants
Benefits include: PF, ESI (ESIC), Food/Meals
Job Description
Job Title: Call Quality Analyst (QA)
Industry: Healthcare
Location:Zirakpur
Job Type: Full-Time
Budget: 25-35k
Job Overview:
We are looking for a detail-oriented and experienced Quality Analyst (QA) to monitor and improve customer interaction quality. The candidate will be responsible for call monitoring, quality audits, feedback sessions, and ensuring SOP compliance to enhance overall customer experience.
Key Responsibilities:
- Monitor and evaluate customer interactions and calls.
- Conduct quality audits as per defined parameters and SOPs.
- Provide feedback and coaching to agents for performance improvement.
- Ensure adherence to quality standards and customer handling guidelines.
- Prepare QA reports, audit reports, and performance analysis.
- Coordinate with Operations and Training teams for improvement plans.
- Identify process gaps and recommend corrective actions.
- Maintain quality scorecards and documentation.
Required Skills:
- Strong knowledge of call monitoring and quality auditing.
- Experience in feedback sharing and agent coaching.
- Understanding of SOP compliance and customer handling standards.
- Good analytical and communication skills.
- Ability to prepare QA reports and performance improvement plans.
Qualification:
- Graduate in any discipline.
- Experience: Minimum 2–4 years of experience in Call Center Quality processes.
- Preference for candidates from Healthcare, BPO, or Customer Service backgrounds.
- Working Days: 6 Days a Week
Job role
Job requirements
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The candidate should have completed Graduate degree and people who have 2 to 31 years are eligible to apply for this job. You can apply for more jobs in Chandigarh to get hired quickly.
The candidate should have Basic English skills and sound communication skills for this job.
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