Call Quality Analyst

Atiya Herbs; Central Delhi; On-site; INR 300,000 - 520,000; Full time

Job summary

Atiya Herbs is seeking a Quality Monitoring & Audits specialist to enhance the quality of customer interactions, ensure compliance, and enforce process adherence across voice processes.

You will conduct call audits, evaluate sales calls and complaints, provide actionable feedback, coach agents, and prepare quality and performance reports to identify gaps and drive continuous improvement.

Qualifications

• Minimum of 1-3 years of sales/cs/complaint audits experience in BPO quality analysis.
• At least 1-3 years in a voice process environment.
• Strong analytical abilities and effective communication skills.

Responsibilities

• Conduct call audits to ensure quality, compliance, and process adherence.
• Evaluate Sales Calls, Compliance, and Pre/Post Briefing.
• Provide actionable feedback to improve agent performance.
• Track quality metrics and identify performance trends.
• Monitor KPIs and ensure consistent quality standards.
• Conduct one-on-one coaching and feedback sessions.
• Support agents in improving communication and customer handling.
• Prepare quality and performance reports.
• Identify gaps and recommend improvement actions.
• Ensure adherence to company policies and industry standards.

Skills

Quality monitoring

Analytical abilities

Excellent communication skills

Performance management

Job description

Role & responsibilities

Quality Monitoring & Audits

• Conduct call audits to ensure quality, compliance, and process adherence.
• Evaluate Sales Calls, Compliance, and Pre/Post Briefing.
• Provide actionable feedback to improve agent performance.

QC & Performance

• Track quality metrics and identify performance trends.
• Monitor KPIs and ensure consistent quality standards.

Coaching & Training

• Conduct one-on-one coaching and feedback sessions.
• Support agents in improving communication and customer handling.

Reporting & Compliance

• Prepare quality and performance reports.
• Identify gaps and recommend improvement actions.
• Ensure adherence to company policies and industry standards.

Preferred candidate profile

Experience:

Minimum of 1- 3 years of sales/cs/complaint audits experience in BPO quality analysis, with at least 1-3 years in a voice process environment

Skills:

Expertise in quality monitoring, strong analytical abilities, excellent communication skills, and proficiency in performance management.