Quality Analyst

Vlcc; Gurugram District; Presencial; INR 300.000 - 600.000; Jornada completa

Descripción de la vacante

VLCC Health Care Limited is seeking a detail-oriented Quality Analyst (QA) for our Call Centre / BPO in Gurugram, Haryana. 2–5 years of QA experience in a call centre environment will be essential to monitor interactions, audits, and improve overall performance.

The role includes feedback sessions, quality reporting, and driving coaching initiatives to close gaps in customer service and telesales processes.

Formación

• Graduate in any discipline with 2–5 years QA experience in Call Centre/BPO.
• Experience in call monitoring, audits, quality reporting, and coaching.
• Proficient in MS Excel, data analysis, and MIS reporting.
• Knowledge of quality monitoring tools, CRM systems, and call recording platforms is preferred.

Responsabilidades

• Monitor and audit inbound/outbound calls to ensure quality standards.
• Evaluate calls for communication, handling, and sales pitch adherence.
• Provide feedback and coaching to agents to improve performance.
• Identify quality gaps and coordinate with Operations and Training teams.
• Prepare daily/weekly quality reports and MIS.
• Ensure adherence to SOPs, scripts, and company policies.
• Participate in calibration sessions and process improvements.

Conocimientos

Verbal communication

Written communication

Analytical skills

Coaching

Excel & reporting

Quality tools

Attention to detail

Educación

Graduate in any discipline

Quality/Customer service cert (nice to have)

Descripción del empleo

Job Description: Quality Analyst (QA) Call Centre / BPO

Department:

Department: Call Centre / Operations

Designation:

Designation: Quality Analyst (QA)

Experience:

Experience: 2-5 Years

Location:

Location: Gurugram, Haryana

Employment Type:

Employment Type: Full-Time

Job Summary

We are looking for a detail-oriented Quality Analyst to monitor and evaluate customer interactions, ensure compliance with quality standards, and improve the overall performance of call centre executives. The candidate will be responsible for call audits, feedback sessions, quality reporting, and identifying areas for improvement in customer service and telesales processes.

Key Responsibilities

• Monitor and audit inbound/outbound calls to ensure quality standards.


• Evaluate calls for communication, customer handling, sales pitch, and process compliance.


• Provide feedback and coaching to agents to improve performance.


• Identify quality gaps and coordinate with Operations and Training teams.


• Prepare daily/weekly quality reports and MIS.


• Ensure adherence to SOPs, scripts, and company policies.


• Participate in quality calibration sessions and process improvement initiatives.

Required Skills

• Excellent verbal and written communication skills.


• Strong analytical, observation, and problem-solving skills.


• Good understanding of call centre operations, customer service, and telesales processes.


• Ability to identify gaps and provide actionable feedback.


• Proficiency in MS Excel, reporting, and data analysis.


• Knowledge of quality monitoring tools, CRM systems, and call recording platforms.


• Strong attention to detail and time management skills.

Educational Qualification

• Graduate in any discipline.


• Relevant certification in Quality Management or Customer Service will be an added advantage.

Experience Requirements

• 2-5 years of experience in Quality Assurance within a Call Centre / BPO environment.


• Prior experience in call monitoring, call audits, quality reporting, and agent coaching is preferred.


• Experience in a telesales or customer service process will be an added advantage.

Key Performance Indicators (KPIs)

• Call quality score and audit accuracy.


• Number of calls audited and audit coverage.


• Improvement in agent quality scores.


• Reduction in process deviations and compliance errors.


• Timeliness and accuracy of quality reports.


• Customer satisfaction and complaint resolution quality.

Walk-in Details:

Venue: Magnum City Centre, 3rd Floor VLCC, near Birla Navya Township, Sector-63A, Gurugram, Haryana

Reference: Mention \"HR Hemendra\" on your resume