Call Quality Analyst (BPO)

Job Description

Job Title: Call Quality Analyst Location: IMTS Institute, Noida Sector 16 (On-site) Experience: Minimum 6 months in a similar QA role (BPO) Salary: ₹18,000 – ₹22,000 (in-hand) Working Days: 6 Days (Sunday fixed off) Timings: 9:30 AM – 6:30 PM Contact: amanpreet.k@imtsinstitute.com | Company Website: www.imtsinstitute.com Job Overview: We are looking for a Call Quality Analyst to monitor and evaluate calls, ensuring service quality, customer satisfaction, and team productivity across our sales and support departments. The ideal candidate should be detail-oriented, analytical, and have excellent communication skills. Key Responsibilities: Monitor inbound and outbound calls for quality assurance. Provide actionable feedback to improve communication and customer handling. Track quality scores and maintain audit records. Identify training needs and skill gaps through analysis. Assist in developing call scripts and best practice guidelines. Evaluate product knowledge and process adherence. Maintain quality standards as per organizational benchmarks. Create and refine reports on performance, quality trends, and compliance. Skills Required: Strong verbal and written communication skills. Excellent listening and observation skills. Analytical mindset with attention to detail. Knowledge of call center processes and quality standards. Familiarity with CRM and call monitoring tools. Ability to work under pressure and meet deadlines. Job Types: Full-time, Permanent Pay: ₹18,000.00 - ₹22,000.00 per month Schedule: Day shift Morning shift Supplemental Pay: Performance bonus Yearly bonus Education: Bachelor's (Required) Location: Noida, Uttar Pradesh (Required) Work Location: In person