Call Quality Analyst

Job Description

Call Quality Analyst For International US Process US Process / NIGHT SHIFT WORK FROM OFFICE Only candidates with Call Quality Experience in an International Process should apply. Quality in a US Process would be an added advantage. Quality Analyst should be Fluent in English CANDIDATE MUST POSSESS MS EXCEL / GOOGLE SHEET SKILL FRESHERS / STUDENTS DO NOT APPLY General Job Responsibilities: The Quality Analyst will monitor agent and customer interactions to assess call quality, ensure adherence to compliance standards, and communicate results to stakeholders and leaders. The role supports staff development and contributes to improved overall quality. Job Duties: ● Monitor employee and customer interactions (both real-time and recorded) to assess and score quality based on client, company, and compliance expectations. Meet daily, weekly, and monthly call monitoring quotas and goals. ● Conduct special project audits, including but not limited to emails, verbatim research, and other quality-related evaluations. ● Attend and actively participate in meetings, training sessions, and presentations to gain business insights and contribute to quality improvement initiatives. ● Professionally communicate findings with leaders through reports, emails, and chat platforms. ● Accurately and efficiently deliver quality measurements to support operations. ● Identify areas for improvement and present findings to leadership for coaching and performance enhancement. ● Create and deliver client assignments for QA database ● Help create and maintain speech analytics ● Perform other duties as assigned. Maximum CTC Offer Range: 2 Lacs to 3 Lacs Per Annum Immediate Joining Night Shift Interested candidates can WhatsApp CV at 9051296568 or email cv at hr1@bellovista.net Location: WEBEL HRDC, P-1, Taratala Rd Room No - 12, beside Brace Bridge, Kolkata, West Bengal 700088