Call Quality Analyst

Job Description

We are looking for a detail-oriented Call Quality Analyst to evaluate calls and ensure consistent service quality standards. Job role: Monitor and assess calls made by the team to ensure alignment with company standards, ethical practices, and accurate information delivery. Evaluate communication techniques, product knowledge, and adherence to scripts during promotion calls. Identify gaps in performance and recommend improvements to enhance lead conversion and customer experience. Provide timely, constructive feedback to representatives to improve call quality and boost enrollment outcomes. Utilize call recording systems and quality assurance tools to conduct detailed analysis of call performance. Collaborate with managers and teams to support coaching sessions and continuous improvement initiatives. Prepare comprehensive reports on call quality trends,performance, and customer feedback insights for management review. Ensure compliance with data privacy and industry regulations while handling recorded calls and customer information. Skills Required: Excellent Listening and Analytical Skills – Ability to accurately evaluate calls and pinpoint areas for improvement in communication and persuasion techniques. Strong Communication Skills – Clear and professional verbal and written communication to deliver effective feedback and collaborate with cross-functional teams. Experience - Candidates must have 3 to 5 years of proven experience in a quality analysis or related role. Attention to Detail – Sharp focus to catch nuances in sales conversations, ensuring details are presented correctly and company standards are maintained. Proficiency in QA Tools – Hands-on experience with call monitoring software, CRM systems, and reporting tools such as Excel or Google Sheets. Reporting and Documentation Skills – Ability to generate clear, concise reports with actionable insights for managers and decision-makers. Problem-Solving Skills – Capable of identifying performance gaps and recommending practical solutions to improve sales effectiveness. Time Management & Team Collaboration Job Types: Full-time, Permanent Pay: ₹18,000.00 - ₹23,000.00 per month Benefits: Cell phone reimbursement Health insurance Provident Fund Schedule: Day shift Supplemental Pay: Yearly bonus Experience: Call Quality Analyst: 2 years (Required) Work Location: In person