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Job Summary

Job Description

  • Analysis/audits inbound/outbound calls, emails and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the CS support /Sales teams
  • Provides structured and timely recommendations; verbal and/or written feedback to the advisors
  • Conduct Calibration sessions in sync with Delivery and QA team
  • Develop, Recommend and monitor corrective and preventive actions
  • Identify training requirements and coaching
  • Prepare Daily/Weekly reports
  • Develops and conducts briefing for the targeted group of advisors that address Service Quality deficiencies and/or improvement opportunities
  • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all CS /Sales Support teams and sites
Must Have
  • Keep an eye for Process enhancement, with knowledge and prior experiencing of call audits (Process Quality & Comm) (International BPO Process US/UK). Candidates with Sales/Lead generation background preferred
  • The ability to identify gaps and provide inputs to improve performance.
  • Keen eye for detail coupled with analytical and problem-solving abilities.
  • A strong will to contribute, make positive and result oriented changes
  • Good verbal and written communication skills.
  • Knowledge of quality audit tools
  • Basic level knowledge on excel reporting


  • Best in industry

Work type & shift

  • Work from Office, 6 days working, Day shift- 9:30 AM- 6:30 PM


*Candidates from Banking/Insurance/Travel/BPO/Real estate preferred


  • Noida, Sector 126

No. of Position

  • 10
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