Call Quality Analyst

Job Description:
Abe Services Private Limited, a leading “Australian Study Experts” consultancy with multiple branches, is seeking a Call Quality Analyst to ensure the highest standards in student counselling and customer acquisition processes.

Roles & Responsibilities:

• Monitor and review recorded calls from the Student Counselling and Customer Acquisition departments.
• Prepare daily, weekly, and monthly reports highlighting key trends, gaps, and improvement areas.
• Identify errors, inconsistencies, and areas of improvement in call handling.
• Provide actionable insights and recommendations to improve counselling quality and customer engagement.
• Collaborate with the Managements and team leads to implement feedback and training.
• Maintain accurate records and documentation of observations and recommendations.

Requirements:

• Excellent listening, analytical, and attention-to-detail skills.
• Good written and verbal communication skills in English.
• Ability to work independently and handle multiple reports simultaneously.
• Basic knowledge of data analysis tools or MS Excel is an advantage.
• Prior experience in call monitoring, quality analysis, or customer service is a plus.
• Work Hours: Full-time, Monday to Saturday

Why Join Us?

• Be part of a professional environment focused on guiding students to study abroad.
• Work closely with a passionate team and contribute to continuous process improvement.

Job Types: Full-time, Permanent

Pay: From ₹250,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Ability to commute/relocate:

• Kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Quality control: 1 year (Preferred)

Language:

• Malayalam (Required)

Location:

• Kochi, Kerala (Preferred)