Quality Specialist

Teleperformance – Hiring: Quality Analyst – Call Audit

Location: Gurgaon | Gurugram

Company: Teleperformance

Process: Voice / Call Audit

Join Teleperformance | Drive Quality | Create Better Customer Experiences

Teleperformance is looking for a passionate, analytical, and detail-oriented Quality Analyst – Call Audit to join our Gurgaon team.

If you have a strong eye for detail, excellent communication skills, and a passion for quality and customer experience, this is an opportunity to make a real impact!

Key Responsibilities

• Conduct regular audits of inbound and outbound customer calls.
• Evaluate calls against defined quality, compliance, process, and customer experience parameters.
• Identify quality gaps, recurring issues, and performance trends.
• Prepare and maintain quality scorecards, audit reports, dashboards, and trackers.
• Provide constructive and actionable feedback to agents and Team Leaders.
• Participate in calibration and coaching sessions.
• Ensure adherence to client guidelines, compliance requirements, and internal policies.
• Support Root Cause Analysis (RCA) and recommend corrective actions.
• Contribute to continuous improvement and customer satisfaction initiatives.

Eligibility & Requirements

• Graduate in any discipline.
• Prior experience as a Quality Analyst in a BPO/Contact Center environment.
• Strong knowledge of call audit frameworks and quality parameters.
• Excellent communication, listening, analytical, and documentation skills.
• Good working knowledge of MS Excel and reporting tools.
• Ability to provide objective, clear, and impactful feedback.

Preferred Skills

• Experience auditing Voice, Email, or Chat processes.
• Knowledge of COPC, ISO, or Six Sigma standards.
• Experience in Banking, Insurance, Healthcare, Telecom, or Collections.
• Exposure to quality monitoring and call audit tools.
• Knowledge of RCA, calibration, coaching, and continuous improvement.

Key Competencies

Attention to Detail | Analytical Thinking | Communication | Problem Solving | Customer Focus | Quality Mindset | Coaching & Feedback | Continuous Improvement

Job Location

Gurgaon / Gurugram

Be Part of Teleperformance

Join a global organization where quality, innovation, customer experience, and people development are at the heart of what we do.

If you are ready to take your quality career to the next level, apply now and become part of the Teleperformance team!

Interested candidate please share your [Confidential Information]

Contact No-8009942815