Call Quality Analyst - BPO

Job Title: Quality Auditor/Analyst

Work mode: - Work from office (Noida & Bangalore)

Preferred: Immediate joiner

Salary budget: - 2.16 LPA to 2.50 LPA per Annum

Language Requirements:

Mandatory: English and Hindi.

Additionally, any one of the following languages is required: Punjabi, Tamil, Malayalam, Marathi, Assamese, or Gujarati.

Training Period: - 2 weeks of online training followed by On-the-Job- Training (OJT) and post successful completion of OJT client will conduct the Certification assessment

Eligibility Criteria

• Minimum 1 year of experience as a Customer Care Executive (CCE) or Quality Analyst in a Call Center/BPO.
• Candidates must be proficient in speaking English, Hindi + Punjabi, Tamil, Malayalam, Marathi, Assamese, or Gujarati.
• Good communication and interpersonal skills.
• Basic understanding of customer service processes and call handling.

• Roles & Responsibilities
• Conduct quality audits of customer interactions, including calls, chats, and emails, as per defined quality parameters.
• Identify process gaps, compliance issues, and areas of improvement.
• Provide timely and constructive feedback to agents to improve their performance and quality scores.
• Prepare and maintain quality reports, audit records, and performance trackers.

Eligibility Criteria - Check if you are eligible: -

• Graduate or diploma holder
• Minimum 6 months to 1 years of work experience in contact centre as a Quality Auditor/Analyst or Customer Care Executive
• Worked for E-commerce, Telecom, Banking, Fin-Tech, Food-Tech or Edu-Tech
• customer service centre in last 6 months.
• Understand the importance of Feedback and Coaching in a customer service
• environment
• Have knowledge of V-lookup, H-lookup, Pivot, Sumif, Countif & other basic
• Excel Formulae
• Have knowledge of Power-point and Ms-Word. Have done elementary MS-office
• course in the past
• Understand terms like Audit the auditor, Repeatability & Reproducibility,
• Evaluation, Quality Audits, Sampling, Rebuttal management, Calibration etc.

About Us TransMon helps businesses simplify and improve customer operations to deliver measurable and meaningful customer experiences. Our SaaS platform is used across India, UAE, South Africa, the US, and other markets, with 100,000+ users managing quality, workflows, and CX in real time.