Quality Analyst/ Call Auditor (BPO)

Minimum 3yrs+ of Experience as a Quality Analyst/ Call Auditor (Required)

Key Responsibilities

Monitor and evaluate processes, calls, transactions, or outputs against defined quality standards

Conduct regular quality audits and prepare detailed evaluation reports

Identify quality gaps, root causes, and improvement opportunities

Share structured feedback with agents/teams to improve performance

Collaborate with operations and training teams to enhance quality outcomes

Track quality scores, trends, and compliance metrics

Ensure adherence to company policies, SOPs, and regulatory requirements

Support calibration sessions to align quality expectations across teams

Maintain quality documentation and audit records

Reporting & Analysis

Prepare daily, weekly, and monthly quality performance reports

Training & Coaching Support

Support coaching sessions based on audit findings

Recommend training interventions for performance improvement

Participate in refresher training and process updates

Compliance & Governance

Ensure all evaluations meet internal and external compliance standards

Flag critical quality or compliance deviations immediately

Skills & Competencies

Strong analytical and attention-to-detail skills

Excellent communication and feedback delivery

Knowledge of quality frameworks, SOPs, and audit methods

Ability to interpret data and trends

Fair, objective, and confidential approach

Qualifications (customize as needed)

Graduate in any discipline

Experience in Quality / Audit / Process Improvement (preferred)

Familiarity with QA tools, dashboards

Highlight risks, recurring issues, and improvement recommendations

Assist leadership with data-driven insights for decision-making

Job Types

Full-time, Permanent

Pay

₹25,000.00 - ₹30,000.00 per month

Benefits

Health insurance

Leave encashment

Paid sick time

Provident Fund

Application Question(s)

What is your Present location in Kolkata ?

Are you available for early morning shifts ?

Education

Bachelor's (Preferred)

Experience

Quality analyst

3 years (Preferred)

Work Location

In person