Call Quality Analyst (BPO)

Job Description

Job Summary: We are looking for a detail-oriented and experienced Call Quality Analyst to monitor and evaluate the performance of our sales and support calls. The ideal candidate should have a strong ear for quality, process understanding, and performance standards. Key Responsibilities: Monitor calls and evaluate performance against established quality parameters. Provide actionable feedback to improve call handling and overall communication. Identify training needs and assist in continuous improvement efforts. Track quality metrics and share daily/weekly/monthly reports. Ensure agents are following compliance, product knowledge, and call structure. Collaborate with team leaders and trainers to bridge performance gaps. Audit calls for customer satisfaction, accuracy, and professionalism. Stay updated on campaign knowledge and performance benchmarks. Requirements: 1 years of experience as a Call Quality Analyst in a BPO. Excellent verbal and written communication skills. Strong analytical and listening skills. Good understanding of call center metrics and KPIs. Proficiency in MS Excel and report-making. Ability to handle feedback discussions positively and constructively. Job Types: Full-time, Permanent Pay: ₹18,000.00 - ₹22,000.00 per month Benefits: Leave encashment Paid sick time Schedule: Day shift Morning shift Supplemental Pay: Performance bonus Yearly bonus Education: Bachelor's (Required) Language: English (Required) Location: Noida Sector 16, Noida, Uttar Pradesh (Required) Work Location: In person Speak with the employer +91 9870398585