Kl Bpo Jobs – 270 Open Jobs Today

Specialist – Quality Assurance(Telecall & Email)
BVS Global —Kochi, Kerala
- ₹50,000 - ₹60,000 a month
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- CRM software
- Health insurance
Quick apply
8d
Customer Technical Support
Vikn Codes LLP —Calicut, Kerala
- Full-time
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Cell phone reimbursement
- Flexible schedule
Quick apply
Customer Support Engineer
Syslint Technologies —Thiruvananthapuram, Kerala
- Email
- B.Sc
- English
- Master's degree
Customer Support Analyst
PracticeSuite India Private Limited —Infopark-Kochi, Kochi, Kerala
- ₹2,00,000 - ₹8,00,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Health insurance
Quick apply
Telecaller (Sales & Customer Support)
Status Roofing —Malappuram, Kerala
- ₹10,000 - ₹20,000 a month
- Full-time
- Remote
- English
- Organisational skills
- Computer skills
- Work from home
Quick apply
Executive Customer Support
Bektash —Kochi, Kerala
- ₹15,000 - ₹16,000 a month
- Full-time
- Customer service
- English
- 12th Pass
- Health insurance
- Paid time off
Quick apply
6d
Customer Support Specialist- International Market
AURA ONE SOLUTIONS (OPC) PRIVATE LIMITED —Kochi, Kerala
- ₹25,000 - ₹30,000 a month
- Full-time
- English
- Master's degree
- Bachelor's degree
Quick apply
Customer Support Executive
Transight Systems Private Limited —Kochi, Kerala
- ₹14,000 - ₹18,000 a month
- Full-time
- Microsoft Excel
- English
- Bachelor's degree
- Health insurance
Quick apply
Customer Support Executive (CSE)
Veegal Enterprises LLP —Calicut, Kerala
- ₹5,000.00 - ₹24,502.02 a month
- Part-time
- English
- In-person
- Communication skills
- Commuter assistance
- Paid time off
Quick apply
Client Relations Manager
CodeAce IT Solutions LLP —Calicut, Kerala
- ₹30,000 - ₹50,000 a month
- Full-time
- Microsoft Word
- CRM software
- Microsoft Excel
- Health insurance
Quick apply
BPO Associate
Infoparkskerala —Infopark-Kochi, Kochi, Kerala
- ₹15,000 - ₹25,000 a month
- Full-time
- Customer service
- English
- Master's degree
Quick apply
3d
Customer Support Executive - Freight Forwarding
AVW Global Logistics and transports LLP —Kochi, Kerala
- Full-time
- English
- Microsoft Office
- Bachelor's degree
Quick apply
11d
Ecommerce data entry specialist
Intellect Outsource —Thrissur, Kerala
- Morning shift
- Customer service
- English
- Microsoft Office
Customer Support Executive (US Voice Process)
The closing Gap —Thiruvananthapuram, Kerala
- ₹25,000 - ₹30,000 a month
- Full-time
- Customer service
- English
- Microsoft Office
Quick apply
6d
Customer Care Executive
Geojit Financial Services Ltd —Kottayam, Kerala
- ₹23,500 - ₹35,000 a month
- Full-time
- Sales
- Customer service
- Bachelor's degree
- Health insurance
- Cell phone reimbursement
Quick apply
11d
Customer Service Manager (CSM)
Eloit Innovations Pvt. Ltd. —Kakkanad, Kochi, Kerala
- Full-time
- Computer Science
- Software troubleshooting
- English
- Health insurance
Quick apply
Customer Care Executive (CCE)
BHIMA JEWELS PVT LTD —Tiruvalla, Kerala
- ₹15,000 - ₹25,000 a month
- Full-time
- Customer service
- English
- 12th Pass
- Health insurance
- Food provided
Quick apply
14d
Customer Service Manager
ASSET HOMES PVT LTD —Thrissur, Kerala
- ₹25,000 - ₹30,000 a month
- Full-time
- Microsoft Powerpoint
- Customer service
- Microsoft Office
- Cell phone reimbursement
- Food provided
Quick apply
Customer Support Executive Hindi || BPO
Fujisoft V —Kochi, Kerala
- ₹20,000 - ₹24,000 a month
- Full-time
- Bachelor's degree
- In-person
- Communication skills
- Paid time off
Quick apply
Customer Care Manager
Manappuram Jewellers Ltd —Thrissur, Kerala
- ₹35,000 - ₹45,000 a month
- Full-time
- Microsoft Powerpoint
- Customer service
- English
- Paid time off
Quick apply
12d

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Specialist – Quality Assurance(Telecall & Email)

BVS Global -
Kochi, Kerala

Quick apply

Job details

Full-time
₹50,000 - ₹60,000 a month
8 days ago

Benefits

Provident Fund
Health insurance

Qualifications

Microsoft Powerpoint
Microsoft Word
CRM software
Six Sigma Certification
Microsoft Excel
Customer service
English
Quality assurance
Bachelor's degree
Root cause analysis
Communication skills

Full job description

Job Summary:

The incumbent is responsible for monitoring, evaluating and improving the quality of customer interactions across voice and

email channels. The role ensures adherence to company standards, client requirements, compliance guidelines, and

communication best practices while delivering an exceptional customer experience. The incumbent will work closely with

the Operations and Training teams to identify performance gaps, support capability-building initiatives and drive continuous

improvement through quality audits, coaching and feedback.

Responsibilities:

Call Quality Monitor

▪ Monitor and evaluate inbound and outbound customer calls using approved quality scorecards and evaluation

criteria.

▪ Ensure adherence to SOPs, approved scripts, compliance requirements and client guidelines.

▪ Identify recurring quality issues, process deviations, and performance gaps and recommend corrective actions.

▪ Conduct quality calibration sessions with the Operations and Training teams to ensure consistency and fairness in

quality evaluations.

E-mail Quality Monitoring

▪ Review emails to ensure accuracy, professionalism, grammar, tone, formatting, and completeness.

▪ Verify compliance with company communication standards, brand guidelines, and client-specific requirements.

▪ Ensure appropriate use of approved email templates and standard responses.

▪ Identify opportunities to enhance written communication and improve the overall customer experience.

▪ Monitor consistency and quality across all written customer communications.

Quality Audits

▪ Conduct regular quality audits based on the approved sampling methodology and audit schedule.

▪ Evaluate customer interactions using standardized quality scorecards and predefined quality parameters.

▪ Maintain accurate audit records, documentation, and supporting evidence.

▪ Publish audit findings and quality reports within agreed timelines.

▪ Ensure all quality assessments are objective, consistent, unbiased, and evidence-based.

Feedback & Coaching

▪ Provide timely, constructive, and actionable feedback to employees based on audit findings.

▪ Conduct one-on-one quality review sessions to discuss performance and improvement opportunities.

▪ Collaborate with Team Leaders and the Training team to develop performance improvement plans.

▪ Recommend coaching sessions, refresher training, and knowledge enhancement initiatives where required.

▪ Identify, recognize, and share best practices to promote service excellence across teams.

Reporting & Analysis

▪ Prepare and publish daily, weekly, and monthly quality reports, dashboards, and management summaries.

▪ Analyse quality trends, recurring issues, customer concerns, and root causes.

▪ Present quality insights, observations, and recommendations during operational review meetings.

▪ Track individual and team quality performance against defined Key Performance Indicators (KPIs).

▪ Recommend preventive and corrective actions to improve operational efficiency and service quality.

Continuous Improvement

▪ Identify opportunities for process improvement based on quality observations and operational trends.

▪ Participate in quality improvement initiatives, process reviews, and operational excellence projects.

▪ Support the implementation and monitoring of Corrective and Preventive Action (CAPA) plans.

▪ Work closely with the Operations and Training teams to enhance process compliance and employee capability.

▪ Contribute to the development, review, and continuous improvement of quality scorecards, SOPs and quality

standards

Qualifications:

▪ Bachelor's degree in any discipline (preferred).

Requirements:

▪ 2–5 years of experience in Quality Assurance, Quality Monitoring, or Customer Service in a BPO, shared services or

service operations environment.

▪ Experience in monitoring voice calls, emails, and written communication against defined quality standards.

▪ Strong understanding of quality frameworks, scorecards, KPIs and customer service standards.

▪ Excellent command of written and spoken English.

▪ Proficiency in Microsoft Excel, Word and PowerPoint for reporting and data analysis.

▪ Experience working with quality monitoring tools, CRM systems, or ticketing platforms is an advantage.

▪ Knowledge of root cause analysis (RCA), quality calibration sessions, and process audits is preferred.

▪ Familiarity with customer experience (CX) metrics such as CSAT, FCR, AHT and QA scores is an added advantage.

▪ Certification in Quality Management, Six Sigma or ISO standards is desirable but not mandatory.

Location: Kalamassery, Cochi

Pay: ₹50,000.00 - ₹60,000.00 per month

Benefits:

Health insurance
Provident Fund

Work Location: In person

Quick apply

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