Job Title: Quality Analyst / Quality Checker – Call Auditing
Experience: 1–5 Years
Location: Hyderabad
Employment Type: Full-Time
Job Summary
We are looking for a detail-oriented Quality Analyst / Quality Checker to monitor, evaluate, and improve the quality of customer interactions by auditing sales and customer service calls. The ideal candidate should have excellent analytical skills, strong communication abilities, and experience in call quality monitoring.
Key Responsibilities
- Audit inbound and outbound customer calls to ensure compliance with company quality standards and processes.
- Evaluate calls based on predefined quality parameters, including communication, product knowledge, objection handling, compliance, and customer experience.
- Prepare quality audit reports and share constructive feedback with the Sales and Customer Support teams.
- Identify recurring issues, process gaps, and training needs to improve team performance.
- Maintain accurate quality scorecards and monitor individual and team performance metrics.
- Ensure adherence to company policies, regulatory guidelines, and standard operating procedures (SOPs).
- Collaborate with Team Leaders and Trainers to conduct coaching sessions and drive continuous improvement.
- Track quality trends and recommend process improvements to enhance customer satisfaction.
Required Skills
- Strong listening, analytical, and evaluation skills.
- Excellent verbal and written communication.
- Good understanding of call quality parameters and audit methodologies.
- Proficiency in Microsoft Excel and reporting tools.
- Ability to provide constructive feedback and coaching.
- Strong attention to detail and problem-solving skills.
Qualifications
- Bachelor's degree in any discipline.
- 1–5 years of experience as a Quality Analyst, Quality Checker, or Call Auditor in a BPO, Sales, or Customer Service environment.
- Experience in auditing sales or customer support calls is preferred.
Preferred Skills
- Experience with CRM and call recording platforms.
- Knowledge of quality frameworks, KPIs, CSAT, FCR, and compliance monitoring.
- Ability to analyze data and prepare actionable quality reports.
What We Offer
- Competitive salary.
- Career growth opportunities.
- Collaborative and performance-driven work environment.
- Learning and development opportunities.
Office Address:
EBG Group, Knowledge City, 12th Floor, Dallas Center, Hitech City Main Rd, Silpa Gram Craft Village, Madhapur, Raidurg, Hyderabad, Telangana – 500032.
Note : Please share your updated resume at [email protected]
Best Regards,
Thalupula Kranthi Kumar
Deputy Manager - Talent Acquisition
Contact No: 8522804902
Email ID : [email protected]
Website: www.theebg.com
Pay: ₹30,000.00 - ₹40,000.00 per month
Benefits:
- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Provident Fund
Work Location: In person
