Job Title: Quality Analyst – Call Audit-(Internation experience is must)

Job Summary

We are seeking a detail-oriented Quality Analyst to conduct call audits and ensure high-quality customer interactions across voice processes. The Quality Analyst will evaluate calls against defined quality standards, provide actionable feedback, and support continuous improvement to enhance customer experience and compliance.

Key Responsibilities

Conduct regular call audits for inbound and outbound customer interactions
Evaluate calls based on defined quality parameters such as communication skills, process adherence, accuracy, compliance, and customer experience
Identify gaps, trends, and recurring issues through call analysis
Prepare and maintain detailed audit reports, scorecards, and quality dashboards
Share audit feedback with agents, team leaders, and stakeholders
Support coaching and calibration sessions to align quality standards
Monitor compliance with client guidelines, regulatory requirements, and internal policies
Participate in root cause analysis and recommend corrective and preventive actions
Support quality improvement initiatives and customer satisfaction goals

Required Qualifications

Graduate in any discipline (or equivalent experience)
Proven experience as a Quality Analyst in a call center or BPO environment
Strong knowledge of call audit frameworks and quality metrics
Excellent listening, analytical, and documentation skills
Ability to provide constructive feedback
Proficiency in MS Excel and reporting tools

Preferred Skills

Experience auditing voice, email, and chat processes
Knowledge of COPC, ISO, or Six Sigma standards
Exposure to compliance-driven processes (banking, insurance, healthcare, telecom)
Experience with quality tools and call monitoring systems

Key Competencies

Attention to detail
Strong communication and interpersonal skills
Objectivity and fairness in evaluations
Data-driven mindset
Continuous improvement orientation

Interested candidate please share your resume- Barkha.Pandey@teleperformance.com

Contact no- 8009942815

TP

New Jobs

Quality Specialist