Call Quality Analyst

Job Summary:

We are looking for a detail-oriented Quality Analyst to monitor and evaluate customer service calls, assess employee performance, identify areas for improvement, and ensure compliance with company quality standards. The ideal candidate should have strong analytical skills, excellent communication abilities, and experience in quality assurance within a customer support or call center environment.

• Key Responsibilities:Listen to and evaluate inbound and outbound customer calls.
• Monitor employee interactions to ensure compliance with company policies, processes, and quality standards.
• Identify mistakes, knowledge gaps, and areas requiring improvement.
• Provide constructive feedback and coaching recommendations to employees and team leaders.
• Prepare quality scorecards and performance reports.
• Analyze call trends and recurring issues to recommend process improvements.
• Ensure adherence to compliance, customer service, and communication standards.
• Work closely with operations, training, and team leaders to improve overall performance.
• Conduct calibration sessions to maintain consistency in quality evaluations.
• Track quality metrics and support continuous improvement initiatives.
• Maintain accurate documentation of evaluations and feedback.
• Required Skills & Qualifications:Bachelor's degree in any discipline (preferred).
• 1–3 years of experience as a Quality Analyst in a BPO, call center, or customer service environment.
• Excellent listening and analytical skills.
• Strong verbal and written communication skills.
• Good understanding of quality monitoring tools and scorecards.
• Ability to identify root causes and recommend corrective actions.
• Proficiency in Microsoft Excel, Word, and reporting tools.
• Attention to detail and the ability to maintain confidentiality.
• Key Competencies:Quality Monitoring
• Call Auditing
• Performance Analysis
• Coaching & Feedback
• Problem Solving
• Process Improvement
• Customer Service Standards
• Time Management
• Reporting & Documentation

Performance Indicators (KPIs):

Quality audit accuracy

Number of calls audited

Employee quality score improvement

Compliance adherence

Timely feedback delivery

Reduction in repeat errors and customer complaints

This role plays a critical part in improving employee performance, enhancing customer satisfaction, and maintaining high-quality service standards across the organization.