Call Quality Analyst

About Us: Sygnius Digital Pvt. Ltd. is a leading Web Designing & Development and Digital Marketing company in India, delivering innovative digital solutions to clients across the globe. We are committed to excellence, continuous improvement, and maintaining high-quality customer interactions across all touchpoints.

We are looking for a detail-oriented and analytical Call Quality Analyst (QA) with at least 1 year of experience to monitor, evaluate, and enhance the quality of International customer interactions. This role plays a critical part in ensuring compliance with quality standards, improving agent performance, and supporting overall business and customer satisfaction goals.

What You’ll Be Doing:

• Monitor live and recorded calls to ensure adherence to quality, customer service/sales standards, and processes.

• Provide actionable feedback and insights to improve agent performance and customer experience.

• Identify performance gaps and recommend improvement actions.

• Prepare quality reports, scorecards, and performance dashboards.

• Collaborate with team leaders on training, process improvements, and quality initiatives.

• Ensure compliance with company policies, service standards, and regulatory requirements.

• Participate in calibration sessions to maintain evaluation consistency.

• Track performance trends and support quality benchmarks and best practices.

Eligibility Criteria:

• Minimum Qualification: Graduate (preferred)

• Minimum 1 year of experience as a Call Quality Analyst / QA in a International voice process (Sales or Customer Service).

• Strong understanding of call quality frameworks, audit methodologies, and performance metrics.

• Excellent listening, analytical, and documentation skills.

• Good communication and feedback delivery skills.

• Proficiency in MS Excel, reporting tools, and QA dashboards is an advantage.

• Ability to work collaboratively with cross-functional teams.

• Detail-oriented with a strong focus on process improvement and compliance.

What We Offer:

• Competitive Salary Package

• Fixed Shift (No rotational shifts)

• 5 Days Working (Saturday and Sunday Off)

• Clear Career Growth Path in Quality & Process Excellence

• Supportive and performance-driven work culture

• Opportunity to work with a fast-growing digital organization

Why Sygnius Digital?

"Because quality drives success."

At Sygnius Digital, we value precision, accountability, and continuous improvement. If you have a passion for quality, an eye for detail, and the drive to elevate customer experiences — we’d love to have you on board.