• Auditing of calls and complete analysis of service requests.
• Sharing One-O-One Feedback with agents based on audits.
• Works with Operations team to develop the overall process improvement strategy and quality plan.
• Monitoring if CCE has used the right telephone etiquettes and followed appropriate hold procedures and has given a proper resolution for the customer s request.
• Highlighting issues as per the quality parameters.
• Sharing daily reports & Quality Scores with the team.
• Participating in internal & external calibration sessions with Quality/Operations.

Role: Quality Analyst

Industry Type: Management Consulting

Department: Quality Assurance

Employment Type: Full Time, Permanent

Role Category: Business Process Quality

Education

UG: Any Graduate

PG: Any Postgraduate

About company

Globiva specializes in end-to-end BPM services, combining process consulting, automation, and omni-channel contact centers to optimize customer experience and cost efficiency .Co-founded by Navneet Gupta, Vikram Singh Nathawat, and Ashish Goyal, each brings over 20 years of BPM expertise from roles at global giants like Genpact Globiva is a dynamically growing, tech-first BPM firm—leveraging its leadership’s deep BPM experience to offer integrated automation and contact center solutions. Ideal for companies seeking agile and customer-centric process transformation. However, prospective employees might want to consider internal development opportunities and compensation benchmarks. Founded in 2017 and operational since early 2018, Globiva is headquartered in Gurgaon (Gurugram), Haryana, with delivery centers in Kolkata and Bengaluru