Call Quality Analyst

Call Quality Executive – Job Description

Company: Credresolve

Location: 3rd Floor, Garuda Mall, D.No:22-20-1/A, 1/B, 1/C, Upstairs Pantaloons, Karakambadi Rd, Tirupati – 517507

Job Overview :

Credresolve is seeking a dedicated and detail-oriented Call Quality Executive to ensure high-quality customer interactions and compliance within the collection process. The ideal candidate will be responsible for monitoring calls, evaluating agent performance, identifying improvement areas, and supporting continuous quality enhancement initiatives.

Key Responsibilities:

• Monitor and evaluate customer interaction calls for quality and compliance.
• Conduct regular call audits and maintain quality scorecards.
• Provide constructive feedback and coaching to collection agents.
• Ensure agents follow company policies, scripts, and process guidelines.
• Identify performance gaps and recommend corrective actions.
• Prepare daily, weekly, and monthly quality analysis reports.
• Coordinate with trainers and team leaders to improve team performance.
• Track customer handling standards and communication quality.
• Support process improvement and customer satisfaction initiatives.

Required Skills :

• Strong communication and listening skills.
• Good analytical and problem-solving abilities.
• Knowledge of call quality monitoring and audit processes.
• Ability to provide effective feedback and coaching.
• Proficiency in MS Excel, Word, and reporting tools.
• Attention to detail and accuracy in evaluations.

Preferred Qualifications:

• Bachelor’s degree preferred.
• 1–3 years of experience in Quality, BPO, Collections, or Customer Service.
• Experience in collection process quality auditing is an added advantage.

Work Location : Credresolve, 3rd Floor, Garuda Mall, Karakambadi Road, Tirupati, Andhra Pradesh – 517507.