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Quality Auditor

Fresher   Pune   28 Jul, 2025
Bajaj Finance Limited
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaQuality (QA-QC)
EmploymentTypeFull-time

Job Description

    Job Title: Quality AnalystLocation: Block D, Floor No. 3, Weikfield IT Citi Info Park, Viman Nagar, Pune, MaharashtraIndustry: BPO / Call Center Experience Required: Minimum 1 year as a Quality Analyst in a BPO environmentJob DescriptionWe are seeking a detail-oriented and analytical Quality Analyst to join our Debt Management Services (DMS) team. The role involves monitoring customer interactions, auditing call quality, ensuring compliance with established processes, and driving continuous improvement. The ideal candidate will support performance optimization by evaluating KPIs, using quality tools, and mentoring team members.Key Responsibilities
    • Monitor and evaluate customer calls to ensure process adherence and service quality.
    • Identify gaps and provide constructive feedback to improve agent performance.
    • Maintain and report QA metrics; assist in developing actionable insights.
    • Support process enhancements through the application of quality tools and techniques.
    • Collaborate with team leaders and managers to improve customer experience.
    • Mentor agents on quality standards and best practices.
    Must-Have Qualifications
    • Graduation in any discipline
    • Minimum 1 year of experience as a Quality Analyst in a BPO
    • Proficiency in QA tools, call monitoring systems, and MS Excel
    • Strong knowledge of QA methodologies and call center performance metrics
    • Familiarity with the 7 QC (Quality Control) tools
    • Excellent communication, observation, and analytical skills
    Good-to-Have Skills
    • Prior exposure to Debt Management Services (DMS)
    • Experience in mentoring or leading team members
    • Expertise in evaluating and analyzing Key Performance Indicators (KPIs)

Keyskills :
call quality auditsquality assurancecall monitoringquality control

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