Quality Specialist

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