Job Title: Call Quality Analyst
Location: Noida Sector 3
Employment Type: Full-Time
Salary: ₹18,000 – ₹25,000 per month (In-Hand)
Experience Required: 1–3 Years
About the Role
We are looking for a detail-oriented and analytical Call Quality Analyst to monitor, evaluate, and improve the quality of customer interactions. The ideal candidate will have experience in auditing sales and counselling calls, identifying performance gaps, providing constructive feedback, and supporting continuous improvement initiatives. This role plays a critical part in enhancing customer experience, increasing conversion rates, and maintaining quality standards across the organization.
Key Responsibilities
- Monitor and evaluate inbound and outbound calls based on predefined quality parameters.
- Assess call quality, communication skills, process adherence, and customer handling techniques.
- Conduct regular call audits and maintain accurate quality evaluation reports.
- Identify recurring issues, knowledge gaps, and training needs based on call analysis.
- Provide timely and constructive feedback to counsellors, telecallers, and sales executives to improve performance.
- Prepare daily, weekly, and monthly quality reports with actionable insights.
- Work closely with Team Leaders and Training teams to improve overall call quality and customer satisfaction.
- Ensure adherence to company policies, scripts, compliance guidelines, and standard operating procedures.
- Monitor key quality metrics and recommend process improvements to enhance team performance.
- Maintain confidentiality of customer information and quality assessment records.
Required Skills
- Strong understanding of quality assurance processes in a calling or sales environment.
- Excellent listening, analytical, and observation skills.
- Strong verbal and written communication skills.
- Ability to provide objective, constructive, and performance-focused feedback.
- Good knowledge of call monitoring tools, CRM systems, and Microsoft Excel.
- Strong attention to detail and documentation skills.
- Ability to work in a target-driven and fast-paced environment.
- Excellent time management and organizational abilities.
Eligibility Criteria
- Bachelor's degree in any discipline.
- 1–3 years of experience as a Quality Analyst, Call Quality Analyst, or QA Executive in a BPO, EdTech, Telecalling, or Sales environment.
- Experience auditing counselling, admission, telesales, or customer support calls will be preferred.
- Familiarity with quality scorecards, call calibration sessions, and performance evaluation techniques will be an added advantage.
What We Offer
- Salary: ₹18,000 – ₹25,000 per month (In-Hand).
- Performance-driven and collaborative work environment.
- Paid time off and leave benefits.
- Opportunities for learning, professional development, and career growth.
- Exposure to quality improvement initiatives and cross-functional collaboration.
Preferred Candidate Profile
- Strong analytical mindset with excellent attention to detail.
- Passionate about coaching and improving team performance.
- Ability to identify trends and recommend practical solutions.
- Positive attitude, ownership mindset, and commitment to maintaining high-quality standards.
Benefits
- Flexible schedule
- Paid time off
Language Requirement
Work Location
Pay: ₹18,000.00 - ₹25,000.00 per month
Benefits:
- Flexible schedule
- Paid sick time
Language:
Work Location: In person
