Quality Assurance (Calls in BPO industry) (Gota)

: Job Title: Call Quality Analyst (BPO) Location: Ahmedabad, Gota [Onsite/Office] Type: Full-Time Shift: Night Shift (US Process) Experience: 1+ Year Salary: 25,000 to 35,000 Company: Aspire Tech-IT Solution Job Summary We are looking for a detail-oriented Call Quality Analyst to monitor and evaluate customer interactions in a call centre setting. The role involves assessing call quality, ensuring compliance with company standards, and providing actionable feedback to improve overall customer experience. Key Responsibilities - Monitor and evaluate inbound and outbound customer calls - Assess calls based on predefined quality parameters and scorecards - Identify gaps in communication, process adherence, and soft skills - Provide constructive feedback and coaching to agents - Prepare quality reports and share insights with management - Ensure compliance with company policies and client requirements - Collaborate with training and operations teams for performance improvement - Track agent performance and support in achieving quality benchmarks Required Skills - Excellent listening and analytical skills - Strong verbal and written communication skills - Attention to detail and quality-focused mindset - Good understanding of call centre processes and KPIs - Ability to provide feedback in a constructive manner - Basic knowledge of MS Excel and reporting Eligibility Criteria - Minimum 1 year of experience in a call centre or quality role - Experience in US process preferred - Graduate in any field - Comfortable working in Night Shift Key Performance Indicators (KPIs) - Call Quality Score - Compliance & Process Adherence - Error Identification Rate - Agent Improvement Rate Benefits - Fixed salary with performance incentives - Paid leaves - Career growth opportunities - Supportive work environment Work Conditions - Work from office Ahmedabad (Gota) - Candidates must be able to commute or relocate Who Should Apply - Candidates with experience in customer support or quality analysis - Individuals with strong analytical and observation skills - Professionals interested in improving customer experience and process quality Compensation: 20,000.00 - 35,000.00 per month Benefits - Commuter assistance - Paid sick time - Paid time off Shift availability: - Night Shift (Required) Work Location: In person .