Quality Analyst

Sarvodaya Hospital; New Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

Sarvodaya Hospital in New Delhi invites a seasoned Quality Analyst to uphold service excellence across call centers. You will conduct call audits, calibrate evaluation criteria with the team, and monitor conversations to identify gaps.

The role requires strong knowledge of BPO practices, compliance awareness, and outstanding verbal and written communication to provide actionable feedback for training and performance improvement.

Qualifications

• Experience in QA for BPO or call centers.
• Strong ability to provide constructive feedback.
• Excellent verbal and written communication skills.

Responsibilities

• Conduct call audits to ensure quality standards are met.
• Perform calibration with team to maintain evaluation consistency.
• Monitor calls and provide feedback on performance gaps.
• Participate in quality checks to identify training needs.
• Collaborate to develop effective quality control processes.

Skills

Quality assurance

Call auditing

Feedback delivery

Communication

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.