Quality Analyst

Department Icon IT / Software Development & Related
Posted: 12 hours ago
1-6 years
Mumbai, Mumbai Suburban
IT / Software Development & Related
work from office
Full Time
Closes 11 Jan 2027

Posted: 12 hours ago
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Job Description

Roles and Responsibilities :

  • Conduct call audits to identify areas of improvement in customer service quality.
  • Monitor calls to ensure compliance with company standards and policies.
  • Analyze data from call recordings to provide insights on agent performance and training needs.
  • Collaborate with trainers to develop targeted training programs based on findings.

Job Requirements :

  • 1-6 years of experience in a similar role within the BPO/Call Centre industry.
  • Strong understanding of call monitoring, call audit, and quality analysis principles.
  • Ability to analyze complex data sets and create actionable recommendations for process improvements.

Skills

Call MonitoringAuditingCall AuditQualityAnalysisQuality AnalysisCallingMonitoring

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About Company

Lumina Datamatics is a trusted partner to several companies in the global publishing and retail industries, addressing their needs in content, technology and commerce. As a strategic partner, Lumina Datamatics helps its clients improve their business competitiveness and achieve operational efficiency. The benefits delivered by its relevant solutions include reduced time to market for new products and services, increased efficiency in business processes, as well as deep reader and buyer insights. For publishers, Lumina Datamatics manages end-to-end publishing processes—from content creation till product delivery. Added to these are capabilities to generate feedback from readers and buyers. This is achieved mainly with the combination of deep domain expertise and innovative application of technology tools and platforms. For retailers, Lumina Datamatics provides a competitive edge to increase sales through advanced content solutions, business intelligence with content, and e-commerce technology platforms. Lumina Datamatics has a geographically diverse portfolio with a footprint across four continents—Americas, Asia, Australia and Europe.
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