Call Quality Analyst- MHD

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Noida, Uttar Pradesh Posted 30+ days ago

Key Responsibilities Conduct call audits to assess quality, compliance, and overall customer experience. Develop and implement quality assurance policies and frameworks for the team. Conduct Process Knowledge Tests (PKT), certifications, and periodic inspections. Identify process or product issues and present practical, actionable solutions. Share audit findings and feedback with relevant stakeholders and operations teams. Collaborate with training teams to close skill and knowledge gaps identified during audits. Track quality trends and prepare regular quality performance reports. Ensure…

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