Quality Analyst (Call Audit)

Job Title: Executive - Quality Analyst

Location: Sector - 14, Gurugram

Experience: 1-3 Years

Working Days - 6

Qualifications : Any Graduate

Position Overview:

We are hiring a proactive Executive - Quality Analyst to ensure high service standards. The role includes monitoring calls, maintaining QA records, providing performance feedback, and identifying training needs. The ideal candidate will help improve individual effectiveness and support cross-functional efforts to enhance customer satisfaction.

Key Responsibilities:

● Monitor and evaluate calls: Audit calls and transcript monitoring (AI monitoring) to ensure compliance with company standards and assess individual performance based on script adherence, communication, product knowledge, and overall call handling.

● Maintain QA documentation: Record detailed evaluations, maintain the BQM (Bottom Quartile

Management), and ensure accuracy in qualit...