Job Title: Call Quality Analyst – Service
We are looking for a Call Quality Analyst to monitor and evaluate customer interactions handled by the Service team. The role involves auditing calls, assessing agent performance, ensuring adherence to quality standards, and providing feedback to improve customer experience and service efficiency.
Key Responsibilities:
- Monitor and audit service calls.
- Evaluate agent performance based on quality parameters.
- Share feedback and coaching recommendations.
- Maintain quality reports and scorecards.
- Identify process improvement and training opportunities.
- Ensure compliance with company policies and service standards.
Requirements:
- 1–3 years of experience in Quality Analysis, Customer Service, or Call Auditing.
- Strong communication and analytical skills.
- Proficiency in MS Excel, Google Sheets, and CRM tools.
- Experience in EdTech or Service Operations is preferred.
Job Types: Full-time, Permanent
Pay: ₹18,000.00 - ₹24,000.00 per month
Ability to commute/relocate:
- Noida Sector 16, Noida, Uttar Pradesh: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- Call Quality Analyst: 1 year (Required)
Language:
Location:
- Noida Sector 16, Noida, Uttar Pradesh (Required)
Work Location: In person
