Job description:
Company: LPO Holidays Pvt. Ltd.
Location: Andheri East, Mumbai
Department: Quality & Training
Experience: 1–3 Years (Travel Industry/BPO preferred)
Quality Analyst (QA) – Call Quality
Job Summary:
Monitor and evaluate sales calls to ensure quality, process compliance, and excellent customer interaction. Provide feedback to improve agent performance and customer experience.
Key Responsibilities:
- Audit inbound and outbound sales calls.
- Evaluate calls based on quality parameters.
- Share feedback and coaching points with agents.
- Ensure compliance with company processes and scripts.
- Prepare quality reports and track performance.
- Coordinate with Team Leaders for continuous improvement.
Call Quality Parameters:
- Professional greeting and communication.
- Product knowledge and accurate information.
- Customer handling and objection resolution.
- Process and compliance adherence.
- Proper call closure and CRM updates.
Requirements:
- Good communication and listening skills.
- Attention to detail and analytical ability.
- Basic knowledge of MS Excel and CRM.
- Experience in call quality or BPO is preferred.
Work Location: In person
Pay: ₹15,000.00 - ₹30,000.00 per month
Work Location: In person
