Job Description: Call Quality Analyst Location: Pune, Maharashtra Salary: ₹10 LPA About the Organization We are a leading business consulting and technology organization focused on Customer Experience (CX). We offer a wide range of consulting services and technical solutions with the mission of creating happy customers. About the Role As a Quality Analyst / Quality Controller - Call Audit, you will be responsible for monitoring and evaluating the quality of customer interactions to ensure adherence to set standards, improve service delivery, and support overall customer satisfaction goals. Key Responsibilities * Call Auditing: Listen to live and recorded calls to assess the quality of customer service and ensure compliance with internal standards. * Quality Evaluation: Analyze calls using defined parameters such as communication skills, product knowledge, script adherence, issue resolution, and policy compliance. * Feedback & Coaching: Share constructive feedback with customer service agents to improve individual and team performance. * Reporting: Maintain detailed records of audit findings, trends, and improvement areas. Generate timely reports for leadership review. * Process Improvements: Collaborate with internal teams to propose and implement process enhancements for better customer interactions. Qualifications & Experience * Education: Graduate (any discipline). * Experience: Minimum 4–5 years of work experience in a contact center environment OR a minimum of 2 years of relevant experience as a Quality Analyst. Skills & Abilities * Strong aptitude for fact-finding and data-based analysis. * Good understanding of quality evaluation methodologies (e.g., score calculation, parameter ratings, audit checklists). * Excellent verbal and written communication skills. * Proficient in Microsoft Office tools (Word, Excel, PowerPoint). * Attention to detail, organizational ability, and a commitment to service excellence.
Pay: ₹500,000.00 - ₹1,000,000.00 per year
Work Location: In person
