Quality Assurance Analyst, Sales Operations (Mumbai)

Key Responsibilities:

Monitor and evaluate inbound & outbound customer interactions

Conduct call audits and calibration sessions

Provide structured feedback and coaching to agents

Ensure adherence to quality, compliance, and process standards

Prepare quality reports, scorecards, and performance analysis

Identify performance gaps and recommend process improvements

Drive quality initiatives to enhance customer experience

Requirements:

1+ year of experience in Quality, Call Auditing, BPO, or Call Center Operations

Hands-on experience in call monitoring, auditing, and calibration

Robust analytical skills and attention to detail

Excellent verbal and written communication skills

Good knowledge of QA methodologies and tools

Proficiency in MS Excel and Word

Regional language proficiency is mandatory

Graduation preferred

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Contact: Raksha Shukla | hidden_mobile .