Quality Analyst (Customer Support / Call Audit)
Location: Pune
Experience: 0–5 Years
Employment Type: Full-Time
About the Role
We are looking for a detail-oriented Quality Analyst to monitor, evaluate, and improve customer interactions across Voice, Chat, and Email support channels. The ideal candidate should have strong analytical skills, excellent communication, and a passion for improving customer experience through quality audits and actionable feedback.
Key Responsibilities
- Conduct quality audits of customer interactions (Calls, Chats & Emails).
- Evaluate agent performance against quality standards and compliance guidelines.
- Provide clear, constructive, and actionable feedback to improve performance.
- Monitor quality metrics and ensure audit accuracy and consistency.
- Participate in calibration sessions to maintain scoring alignment.
- Identify process improvement opportunities and recommend corrective actions.
- Track audit performance and maintain quality reports.
- Work closely with Operations, Team Leaders, and Training teams to improve customer experience.
- Ensure adherence to SOPs, process updates, and quality frameworks.
Required Skills
- Strong verbal and written communication skills.
- Excellent attention to detail.
- Analytical and problem-solving mindset.
- Ability to provide constructive coaching and feedback.
- Good knowledge of Microsoft Excel.
- Ability to work independently and within a team.
Preferred Qualifications
- Graduate in any discipline.
- 0–5 years of experience in Quality, Customer Support, BPO, Call Center, or Customer Service.
- Freshers with excellent communication and analytical skills may also apply.
What We're Looking For
- Customer-focused mindset.
- Strong ownership and accountability.
- Ability to meet quality targets.
- Willingness to learn and grow in a fast-paced environment.
Location: Pune
Experience: 0–5 Years
Apply now if you're passionate about quality, customer experience, and continuous improvement.
Pay: ₹23,000.00 - ₹25,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Ability to commute/relocate:
- Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Please share CTC and Notice
Experience:
- Call Quality audits: 1 year (Required)
Location:
- Pune, Maharashtra (Required)
Work Location: In person
