Quality Analyst

Sarvodaya Jeevani Hospital; Faridabad District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Sarvodaya Jeevani Hospital is seeking a Quality Analyst to audit calls, calibrate evaluation criteria, and monitor ongoing call quality. The role emphasizes providing actionable feedback to protect service standards.

The candidate should have 6-8 years of QA experience in BPO settings, with strong communication skills to support continuous improvement and training initiatives within the team.

Qualifications

• 6-8 years of experience as a Quality Analyst or similar role.
• Strong knowledge of BPO industry practices and regulations.
• Excellent communication skills (verbal and written) with ability to provide constructive feedback.

Responsibilities

• Conduct call audits to ensure quality standards are met.
• Perform call calibration exercises with team members to maintain consistency in evaluation criteria.
• Monitor calls for quality assurance purposes, providing feedback to agents on performance gaps.
• Participate in quality checks to identify areas of improvement for training programs.
• Collaborate with the team to develop and implement effective quality control processes.

Skills

Call Audit

Call Monitoring

Design Training

Calibration

Performance Gap

Job description

Job Description

Roles and Responsibilities

• Conduct call audits to ensure quality standards are met.
• Perform call calibration exercises with team members to maintain consistency in evaluation criteria.
• Monitor calls for quality assurance purposes, providing feedback to agents on performance gaps.
• Participate in quality checks to identify areas of improvement for training programs.
• Collaborate with the team to develop and implement effective quality control processes.

Desired Candidate Profile

• 6-8 years of experience as a Quality Analyst or similar role.
• Strong knowledge of BPO industry practices and regulations.
• Excellent communication skills (verbal written) with ability to provide constructive feedback.

Key Skills

• Call Audit
• Call Monitoring
• Design Training
• Calibration
• Performance Gap