Quality Analyst Module

Rigved Technologies; Mumbai; On-site; INR 350,000 - 650,000; Full time

Job summary

Rigved Technologies is seeking a Quality Analyst with 2+ years of call center QA experience to monitor and improve call quality and CSAT scores. The role involves coaching agents, conducting training sessions, and delivering MIS reports to clients from Mumbai.

You will lead daily briefings, call listening sessions, and process updates, ensuring adherence to quality parameters and driving continuous improvement across both outbound and inbound teams.

Qualifications

• 2+ years of experience in quality assurance for call centers.
• Experience with monitoring calls and providing feedback based on performance.
• Familiarity with CSAT and quality parameters on calls.
• Experience conducting agent training, coaching and inductions.
• Ability to prepare consolidated Quality MIS and communicate with clients.

Responsibilities

• Monitor outbound and inbound calls to ensure quality standards.
• Provide ongoing feedback and coaching to agents for quality and CSAT improvements.
• Conduct daily briefings, call listening sessions, and updates on process changes.
• Induct new agents on quality parameters and processes.
• Prepare and share consolidated Quality MIS reports with clients.
• Calibrate calls with Client and Operations for consistency.
• Conduct refresher trainings for process improvements.
• Monitor agent performance and drive improvements in quality scores.

Skills

Call monitoring

Feedback

Call listening

Quality assurance

CSAT

Training coaching

Education

Degree

Job description

infra_-_dr_operations full_time rotational

Experience Required

2+ years

Open Positions

1

Qualification

Degree

Job Description

Overview

• Quality Analyst

Experience : 2+ years of experience

• Call monitoring & feedback for outbound & Inbound department for process on the basis of their performance.
• Ensuring Quality is maintained on calls.
• Conducting daily briefing, call listening sessions & new updates.
• Conducting Quality induction for new agents for them to know the quality parameters in depth.
• Preparation of consolidated Quality MIS and mail to clients.
• Call Calibration with Client& Operations
• Conducting refreshers for process improvement.
• Monitor agents Side By Side and provide instant feedback to ensure consistent improvement in the scores for Quality & CSAT.
• Providing one on one & batch training / coaching to the engineers.