Call Quality Analyst Ayurvedic Products

BLS International Group; Delhi; Sur place; INR 600 000 - 900 000; Plein temps

Résumé du poste

BLS International Group is seeking a meticulous Call Quality Analyst to monitor and evaluate customer interactions around Ayurvedic products. The role focuses on maintaining call quality, improving order confirmation rates, and reducing cancellations and RTO while upholding high customer satisfaction.

You will assess calls against predefined quality parameters, verify order details, and generate daily QA reports.

Qualifications

• Graduate in any discipline; relevant experience preferred.
• 13 years of experience in Call Quality Analysis, Quality Assurance, Telecalling QA, or Order Verification.
• Experience in the Ayurvedic, healthcare, wellness, or e-commerce industry is preferred.
• Proficiency in MS Excel or Google Sheets; strong communication and analytical abilities.

Responsabilités

• Monitor inbound and outbound calls handled by telecalling and order verification staff.
• Evaluate calls against predefined quality parameters and company standards.
• Prepare daily call quality reports and share feedback with the concerned team leaders.
• Verify customer understanding of product details, pricing, quantity, and usage instructions.
• Identify and address fake, duplicate, incomplete, or low-quality orders; ensure accurate information.

Connaissances

Verbal communication

Analytical skills

MS Excel / Google Sheets

Quality assurance

Attention to detail

Problem-solving

Call monitoring

Formation

Graduate in any discipline

Outils

MS Excel

Google Sheets

Description du poste

1. Job Summary

We are looking for a detail-oriented and experienced Call Quality Analyst to monitor and evaluate customer interaction calls related to Ayurvedic products. The candidate will be responsible for ensuring call quality, improving order confirmation rates, reducing order cancellations and Return to Origin (RTO), and maintaining high customer satisfaction.

2. Key Responsibilities

A. Call Monitoring & Quality Assessment

• Monitor inbound and outbound calls handled by telecalling and order verification executives.
• Evaluate calls based on predefined quality parameters and company standards.
• Check whether executives are following the correct calling scripts and communication guidelines.
• Identify communication gaps, incorrect information, and unprofessional behaviour during calls.
• Prepare daily call quality reports and share feedback with the concerned team leaders.

B. Order Verification & Quality Control

• Verify whether customers have clearly understood the Ayurvedic product details, pricing, quantity, and usage instructions provided by authorized company representatives.
• Check customer consent and confirm delivery address, contact number, and payment mode (COD or prepaid).
• Identify fake, duplicate, incomplete, or low-quality orders.
• Ensure that executives do not make false medical claims or promise guaranteed results.
• Check whether product-related information is communicated accurately and responsibly.

C. Delivery & RTO Reduction

• Identify reasons for order cancellation, customer refusal, and delivery failure.
• Analyse call quality issues contributing to high RTO and return rates.
• Review confirmation calls and follow-up calls to improve successful delivery rates.
• Coordinate with the telecalling, order verification, dispatch, and delivery teams to resolve recurring issues.

D. Team Performance & Training

• Identify training requirements for telecallers and order verification executives.
• Provide constructive feedback to improve communication, customer handling, and order confirmation quality.
• Conduct regular quality review sessions with team leaders.
• Track repeated errors and recommend corrective actions.

E. Reporting & Analysis

• Prepare daily, weekly, and monthly call quality reports.
• Track quality scores, order confirmation accuracy, cancellation reasons, customer complaints, and RTO trends.
• Maintain call audit records and performance dashboards in Excel or Google Sheets.
• Share actionable insights with management to improve overall order quality and delivery performance.

3. Required Skills & Qualifications

• Graduate in any discipline; candidates with relevant experience will be preferred.
• 13 years of experience in Call Quality Analysis, Quality Assurance, Telecalling QA, or Order Verification.
• Experience in the Ayurvedic, healthcare, wellness, or e-commerce industry is preferred.
• Good verbal communication and listening skills.
• Strong analytical and problem-solving abilities.
• Proficiency in MS Excel or Google Sheets.
• Ability to monitor calls, identify quality gaps, and prepare performance reports.
• Knowledge of COD orders, order confirmation processes, cancellation management, and RTO reduction.

4. Key Performance Indicators (KPIs)

The candidate will be evaluated on the following parameters:

1. Call quality audit accuracy.
2. Customer consent and order verification accuracy.
3. Reduction in fake, duplicate, and incorrect orders.
4. Improvement in successful delivery rates.
5. Reduction in avoidable cancellations and RTO.
6. Accuracy and timely submission of QA reports.
7. Improvement in telecaller performance through feedback and training.
8. Compliance with approved product information and calling scripts.

5. Preferred Candidate Profile

• Experience auditing sales and order verification calls.
• Understanding of Ayurvedic products and customer enquiries.
• Ability to identify misleading sales claims and incorrect product information.
• Experience coordinating with telecalling and logistics teams.
• A target-oriented approach focused on improving order quality and successful deliveries.