Call Quality Analyst

Job Title: Call Quality Analyst

Job Summary:

We are looking for a detail-oriented Call Quality Analyst to monitor and evaluate customer interactions to ensure high service standards. The role involves analyzing calls, identifying gaps, and providing actionable feedback to improve agent performance and overall customer experience.

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Key Responsibilities:

Monitor and evaluate inbound/outbound calls as per quality standards

Ensure compliance with company policies, scripts, and regulatory requirements

Provide constructive feedback and coaching to agents based on evaluations

Prepare quality reports, scorecards, and performance analysis

Identify trends, training needs, and process improvement opportunities

Work closely with training and operations teams to enhance performance

Conduct calibration sessions to maintain evaluation consistency

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Required Skills & Qualifications:

Proven experience in Quality Analysis / Call Monitoring / BPO QA role

Strong listening, analytical, and observation skills

Excellent communication and feedback delivery skills

Knowledge of quality frameworks, call auditing, and scorecards

Proficiency in MS Excel and reporting tools

Ability to handle confidential information with integrity

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Preferred Qualifications:

Experience in international voice process (e.g., US/UK/Australian campaigns)

Familiarity with CRM tools and call recording systems

Six Sigma / Quality certification (optional)

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Key Performance Indicators (KPIs):

Quality audit scores

Agent improvement and feedback effectiveness

Compliance adherence

Error reduction rate

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Work Environment:

Work from office

Rotational shifts (if required for international process)

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Shift Timing-

6:00am- 3:00pm (Monday to Saturday)

3:00pm-12:00pm (Monday to Saturday)

Sundays are fixed off.

For applying share your cv @9123761574 to HR Priyadarshini