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Designation: Call Quality Analyst-(BPO Call Center) Language : Marathi /Hindi Location : Koperkhairane , Navi Mumbai Salary-upto 28,000 Role and Key Responsibilities: * Conduct Quality audits on Calls and share feedback with agents. * Conduct compliance and Quality checks and ensure timely reporting. * Drive continuous improvement - make recommendations and drive improvement. * Strengthen Quality management processes/ framework to improve quality delivery. * Ensure data management for all deliverables and be accessible without any delay. * Participate in internal & external calibrations to ensure consistent scoring & feedback delivery approach. Key skills & knowledge: * Minimum 6 months experience into BPO/call centre as Quality Auditor Understanding of the Audit & Coaching process. * Positive verbal and written communication skills. * Hands on experience in MS Excel, Power Point presentations and Reporting knowledge. .