Call Quality Analyst-BPO Calls

Job Summary:

We are seeking a detail-oriented and analytical Call Quality Analyst to monitor, assess, and improve the quality of customer and sales interactions. The role involves evaluating calls, identifying training needs, and ensuring compliance with company standards, while providing actionable insights to enhance overall customer experience and operational efficiency.

Key Responsibilities:

• Monitor inbound and outbound calls to evaluate quality, adherence to scripts, and compliance with policies.
• Assess communication skills, soft skills, customer handling, product knowledge, and problem-solving approach of agents.
• Provide structured feedback to agents and team leaders for performance improvement.
• Identify process gaps and recommend corrective actions or training requirements.
• Prepare daily/weekly/monthly quality reports and share insights with management.
• Collaborate with operations, training, and HR teams to drive continuous improvement.
• Ensure compliance with internal quality standards and regulatory guidelines.
• Participate in calibration sessions to align quality expectations across teams.

Key Skills & Competencies:

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.
• Good listening skills with attention to detail.
• Ability to give constructive feedback.
• Proficiency in MS Excel, reporting, and quality monitoring tools.
• Knowledge of customer service & sales processes in BPO/Edtech/Tele-sales domain (preferred).

Qualifications & Experience:

• Bachelor’s degree in any field.
• 6 months – 2 years of experience in call quality, call audit, or similar profile (BPO/Customer Support/Sales/EdTech preferred).
• Freshers with strong communication and analytical skills may also be considered.

Salary Range:

₹18,000 – ₹25,000 (depending on experience and skills)

Job Types: Full-time, Fresher

Pay: ₹15,000.00 - ₹27,000.00 per month

Benefits:

• Flexible schedule
• Leave encashment

Location:

• Noida Sector 16, Noida, Uttar Pradesh (Required)