Job Title: Call Quality Analyst
Department: Quality & Operations
Location: Mumbai
Employment Type: Full-Time
Job Summary:
We are looking for a detail-oriented and analytical Call Quality Analyst to monitor and evaluate customer interaction calls. The candidate will be responsible for ensuring high-quality customer service standards, identifying improvement areas, and providing feedback to agents to enhance performance and customer satisfaction.
Key Responsibilities:
- Monitor inbound and outbound customer calls on a regular basis.
- Evaluate calls based on communication, process adherence, accuracy, and customer handling skills.
- Maintain quality scorecards and prepare performance reports.
- Provide constructive feedback and coaching points to agents and team leaders.
- Identify training needs and support process improvement initiatives.
- Ensure compliance with company policies and quality standards.
- Analyze customer interactions to improve customer experience and operational efficiency.
- Conduct call audits and share quality insights with management.
- Maintain proper documentation and quality records.
- Collaborate with operations and training teams for continuous improvement.
Requirements:
- Graduate in any discipline.
- Minimum 1–3 years of experience in Quality Analysis / Call Auditing / BPO Quality.
- Strong communication and listening skills.
- Good analytical and reporting abilities.
- Knowledge of call monitoring tools and quality parameters.
- Proficiency in MS Excel and reporting.
- Ability to handle feedback sessions professionally.
Preferred Skills:
- Attention to detail.
- Problem-solving mindset.
- Team coordination skills.
- Ability to work in rotational shifts if required.
Salary:
₹2.5 LPA – ₹3.6 LPA (Depending on experience)
Benefits:
- Incentives & Performance Bonuses
- Career Growth Opportunities
- Training & Development
- Supportive Work Environment
Pay: ₹18,000.00 - ₹30,000.00 per month
Education:
Location:
- Mumbai, Maharashtra (Mumbai) (Required)
Work Location: In person
