Quality Specialist

TP; Gurugram District; On-site; INR 450,000 - 750,000; Full time

Job summary

Teleperformance Gurgaon seeks a Quality Analyst – Call Audit to join our team. You will conduct audits of inbound and outbound calls and evaluate them against quality, compliance and customer experience parameters to drive improvements.

You will provide actionable feedback, participate in calibration and coaching, and support RCA and continuous improvement initiatives to enhance service quality for clients across sectors.

Qualifications

• Graduate in any discipline.
• Prior experience as a Quality Analyst in a BPO/Contact Center environment.
• Knowledge of call audit frameworks and quality parameters.
• Strong communication, listening, analytical, and documentation skills.
• Proficiency in MS Excel and reporting tools.
• Experience auditing Voice, Email, or Chat processes.
• Knowledge of COPC, ISO, or Six Sigma standards.
• Experience in Banking, Insurance, Healthcare, Telecom, or Collections.
• Exposure to quality monitoring and call audit tools.
• Knowledge of RCA, calibration, coaching, and continuous improvement.

Responsibilities

• Conduct regular audits of inbound and outbound customer calls.
• Evaluate calls against quality, compliance, process, and customer experience parameters.
• Identify quality gaps, recurring issues, and performance trends.
• Prepare and maintain quality scorecards, audit reports, dashboards, and trackers.
• Provide constructive and actionable feedback to agents and Team Leaders.
• Participate in calibration and coaching sessions.
• Ensure adherence to client guidelines, compliance requirements, and internal policies.
• Support Root Cause Analysis (RCA) and recommend corrective actions.
• Contribute to continuous improvement and customer satisfaction initiatives.

Skills

Communication

Analytical thinking

Documentation

MS Excel

Feedback

Problem solving

Customer focus

Coaching

Continuous improvement

Attention to detail

Education

Bachelor's degree

Tools

Quality monitoring tools

Dashboard reporting

Job description

Teleperformance – Hiring: Quality Analyst – Call Audit

Join Teleperformance | Drive Quality | Create Better Customer Experiences

Teleperformance is looking for a passionate, analytical, and detail-oriented Quality Analyst – Call Audit to join our Gurgaon team.

If you have a strong eye for detail, excellent communication skills, and a passion for quality and customer experience, this is an opportunity to make a real impact!

• Conduct regular audits of inbound and outbound customer calls.
• Evaluate calls against defined quality, compliance, process, and customer experience parameters.
• Identify quality gaps, recurring issues, and performance trends.
• Prepare and maintain quality scorecards, audit reports, dashboards, and trackers.
• Provide constructive and actionable feedback to agents and Team Leaders.
• Participate in calibration and coaching sessions.
• Ensure adherence to client guidelines, compliance requirements, and internal policies.
• Support Root Cause Analysis (RCA) and recommend corrective actions.
• Contribute to continuous improvement and customer satisfaction initiatives.

Eligibility & Requirements

• Graduate in any discipline.
• Prior experience as a Quality Analyst in a BPO/Contact Center environment.
• Strong knowledge of call audit frameworks and quality parameters.
• Excellent communication, listening, analytical, and documentation skills.
• Good working knowledge of MS Excel and reporting tools.
• Ability to provide objective, clear, and impactful feedback.
• Experience auditing Voice, Email, or Chat processes.
• Knowledge of COPC, ISO, or Six Sigma standards.
• Experience in Banking, Insurance, Healthcare, Telecom, or Collections.
• Exposure to quality monitoring and call audit tools.
• Knowledge of RCA, calibration, coaching, and continuous improvement.

Attention to Detail | Analytical Thinking | Communication | Problem Solving | Customer Focus | Quality Mindset | Coaching & Feedback | Continuous Improvement

Gurgaon / Gurugram

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