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Role: Jr / Sr. Quality Engineer
Exp: 6 Months to 5 Years
Salary: based on experience
Location: Pune work location, Interview location: Bhugaon
Main Responsibilities
1) Quality Standardization:
To set Quality Standards for Acceptance of Materials as per Indian Standard Codes and specified requirements.
Prepare Project Quality Plan as per stated quality requirements.
Prepare inspection and testing plan for materials and activities.
Formulating work procedure for construction activities and its implementation.
Implementation of preventive measures for better quality product..
Monitoring timely closer of NCR and its reoccurrence.
Set Quality Objectives.
2) Inspection and Testing :
Ensuring testing of materials is carried out as per ITP.
Doing inspection of activities going on at site.
Issuing NCR for defective / non-conforming works.
Ensuring concrete and lab equipment’s are calibrated.
Monitoring cube test reports and its deviation.
3) Training & Development:
Conduct activity base training program for staff and workmen’s.
4) MIS:
Preparing and submitting Quality reports on weekly basis.
Conduct weekly quality review meeting.
Position: Call Quality Analyst
Key Responsibilities:
1. Conduct call audits: Listen to recorded or live customer service calls to evaluate the quality of interactions, ensuring adherence to company standards.
2. Quality assessment and control: Evaluate call agents' performance based on established metrics, including communication skills, product knowledge, adherence to scripts, and compliance with company policies.
3. Provide feedback: Deliver constructive and actionable feedback to call agents based on audit results to help them improve their performance and enhance customer satisfaction.
4. Reporting: Prepare detailed reports summarizing audit findings, trends, and areas for improvement. Provide regular reports to the management team.
5. Process improvement: Work with cross-functional teams to identify process improvements that can enhance the overall quality of customer interactions.
6. Compliance: Ensure that all customer service activities comply with legal and regulatory requirements.
7. Customer feedback: Incorporate customer feedback into quality assessment processes
Qualifications:
• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in quality analysis and call auditing, preferably in a customer service environment.
• Excellent communication skills, both written and verbal.
• Knowledge of relevant industry regulations and compliance standards.
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint).
call QA for Pune
language- gujarati, tamil, telugu,malayalam, Punjabi, kannada (any)
Experience- 6months- 2yrs (BPO Voice also considerable)
Salary- 25k ctc location: Vimaan Nagar
call QA for Banglore/Jaipur
language- Hindi andEnglish (both)
Experience- 6months- 2yrs (BPO Voice also considerable)
Salary- 22k ctc LOCATION: HSR layout
Position: Call Quality Analyst
Monitoring Calls:
Listen to recorded or live calls between customer service representatives and customers.
Evaluate the call based on predefined quality metrics and guidelines.
Quality Assessment:
- Assess and score calls on various criteria, including but not limited to, professionalism, communication skills, adherence to scripts or protocols, problem-solving abilities, and compliance with company policies.
- Feedback and Coaching:
- Provide constructive feedback to call center agents on their performance, highlighting strengths and areas for improvement.
- Offer coaching and training to help agents enhance their skills and meet quality standards.
- Reporting and Documentation:
- Maintain detailed records and documentation of evaluations, scores, feedback, and coaching sessions.
- Generate regular reports on individual and team performance for management review.
- Root Cause Analysis:
- Identify recurring issues or trends in calls and collaborate with relevant departments (e.g., training, operations) to address and resolve
- Compliance and Policy Adherence:
- Ensure that agents adhere to company policies, legal requirements, and industry regulations during customer interactions.
- Process Improvement:
- Propose improvements to call center processes, scripts, training materials, or policies based on insights gained from call evaluations.
- Training and Development Support:
- Assist in the development and delivery of training materials and programs for call center agents.
- Conduct refresher training sessions on specific skills or areas identified for improvement.
- Quality Assurance Metrics:
- Collaborate with stakeholders to establish and refine key performance indicators (KPIs) for call quality.
- Monitor and analyze performance metrics to ensure they align with organizational goals.
- Stakeholder Communication:
- Communicate findings, trends, and improvement recommendations to call center management, supervisors, and relevant departments.
Qualifications:
- Minimum 2 years of experience as a Call Quality Analyst.
- Previous experience in a call center or customer service role is often preferred.
- Strong analytical skills and attention to detail.
- Excellent communication skills, both written and verbal.
- Proficiency in using call monitoring software and tools.
- Knowledge of industry-specific regulations and compliance standards (if applicable).