Call Quality Analyst (BPO)

Job Description:

We are looking for a detail-oriented Call Quality Analyst to monitor and evaluate calls in our BPO operations. The role is focused on ensuring service quality, identifying improvement areas, and helping the team meet performance standards.

Key Responsibilities:

• Listen to and evaluate inbound and outbound calls for quality, accuracy, and compliance
• Provide constructive feedback and coaching to agents
• Prepare and maintain QA reports, scorecards, and audit logs
• Identify training needs and performance gaps
• Ensure adherence to company and client guidelines
• Participate in calibration sessions with team leaders and clients
• Collaborate with training and operations teams to improve quality metrics

Requirements:

• Graduate in any discipline
• 6 months –1 year of experience in a call center/BPO as a Quality Analyst
• Good understanding of call center KPIs and quality parameters
• Excellent listening, communication, and analytical skills
• Familiarity with CRM tools, QA software, and call recording systems
• Proficient in MS Excel and reporting
• Eye for detail and process improvement mindset

Job Types: Full-time, Permanent, Fresher

Pay: ₹18,000.00 - ₹23,000.00 per month

Benefits:

• Leave encashment

Schedule:

• Day shift
• Morning shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Education:

• Bachelor's (Required)

Experience:

• Call Quality Analyst : 1 year (Required)

Location:

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

Work Location: In person

Speak with the employer
+91 8800828679