Call Quality Analyst

·      Listen to and audit recorded/live tele-calling calls

·      Evaluate calls based on quality parameters, scripts, compliance, and customer handling

·      Check accuracy of call tagging, remarks, and CRM updates

·      Identify gaps in communication, product knowledge, and call flow

·      Maintain daily/weekly call audit reports

·      Share feedback with tele-callers and supervisors for improvement

·      Ensure adherence to company policies, scripts, and legal guidelines

·      Highlight repeated issues and recommend training needs

·      Coordinate with team leaders for quality improvement

·      Maintain confidentiality of call data and reports