Job Title: Call Quality Analyst
Job Summary
We are seeking a detail-oriented and analytical Call Quality Analyst to monitor, evaluate, and improve the quality of customer interactions across voice support channels. The ideal candidate will assess call performance, provide actionable feedback, identify coaching opportunities, and help ensure exceptional customer service standards are consistently maintained.
Key Responsibilities
- Monitor and evaluate customer service calls against predefined quality standards and compliance requirements.
- Conduct regular call audits and quality assessments.
- Provide constructive feedback and coaching recommendations to customer service representatives and team leaders.
- Identify trends, recurring issues, and process gaps affecting customer experience.
- Prepare and maintain quality scorecards, reports, and performance dashboards.
- Collaborate with operations, training, and management teams to improve service quality.
- Ensure adherence to company policies, procedures, and regulatory requirements.
- Participate in calibration sessions to maintain scoring consistency.
- Track quality improvement initiatives and measure their effectiveness.
- Support training programs by highlighting common areas of improvement.
Required Qualifications
- Bachelor's degree in any discipline (preferred).
- 1–3 years of experience in Quality Assurance, Call Monitoring, or Customer Service.
- Strong understanding of call center operations and quality management practices.
- Excellent listening, analytical, and communication skills.
- Proficiency in MS Excel, Google Sheets, and reporting tools.
- Ability to provide feedback in a professional and constructive manner.
- Strong attention to detail and problem-solving abilities.
Preferred Skills
- Experience with CRM and call monitoring systems.
- Knowledge of quality frameworks such as COPC, Six Sigma, or Lean methodologies.
- Ability to analyze performance data and identify trends.
- Experience in customer support, BPO, or contact center environments.
Key Performance Indicators (KPIs)
- Quality Audit Scores
- Compliance Adherence
- Customer Satisfaction (CSAT) Impact
- Error Reduction Rate
- Feedback & Coaching Effectiveness
- Process Improvement Contributions
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Paid sick time
- Paid time off
Work Location: In person
