Senior Quality Analyst – Call Audit
- Location
- Pune, Maharashtra, India
- Salary
- Not specified
- Company
- Akash pawar
Job description
• Role & Company / Project Overview ZINOIT ITES Pvt. Ltd. is hiring an experienced Senior Quality Analyst with strong expertise in B2B Lead Generation / Call Auditing to join the team in Kharadi, Pune. The role entails taking complete ownership of call quality, WP / BANT / Data Audits, compliance, performance analysis, and quality improvement initiatives across B2B lead generation campaigns. • Key Responsibilities & Daily Duties - Conduct detailed audits of recorded calls for script adherence, communication, and process compliance - Perform WP / BANT / Data Audits - Identify quality gaps and provide actionable feedback to agents and management - Analyze quality trends, campaign performance, and recurring issues - Monitor KPIs including call quality, lead conversion, and campaign results - Handle escalations, complaints, and quality-related investigations - Identify training needs and support coaching initiatives - Drive quality improvement and process enhancement initiatives - Ensure adherence to TCPA, DNC, and telemarketing compliance - Prepare and share quality reports, observations, and performance insights with management - Take ownership of overall quality standards across assigned campaigns • Required Qualifications, Skills & Experience - 2+ years of experience as a Quality Analyst in B2B Lead Generation (Non-IT) - Strong hands-on experience in Call Audit / Quality Monitoring - Strong understanding of B2B lead generation and appointment-setting campaigns - Experience with WP, BANT & Data Auditing - Good knowledge of TCPA, DNC & telemarketing compliance - Strong analytical and reporting skills - Excellent communication and feedback skills - Ability to identify performance gaps and recommend corrective actions - Detail-oriented, proactive, and quality-focused - Ability to independently manage quality responsibilities and support the team • Working Hours, Shifts & Location Details - Shift: US Shift - Work Mode: Work From Office - Location: ZINOIT ITES Pvt. Ltd., 11th Floor, Office No. 1111, The Platinum Towers, Old Mundhwa Rd, Tukaram Nagar, Kharadi, Pune, Maharashtra – 411014 (Map Location Code: GWXJ+956) - Notice Period: Immediate Joiners Preferred • Compensation & Benefits - Fast-paced, quality-driven environment contributing directly to improving campaign performance, team quality, and client satisfaction • Application Instructions - Submit CV via email or contact through phone/WhatsApp as per the provided contact details. Referrals are also welcome.