Call Quality Analyst

Job Description

Job Objective: To monitor, evaluate, and improve agent performance by reviewing calls, identifying gaps, and ensuring adherence to quality standards, customer service excellence, and company compliance — with a strong focus on Prepay conversion and Upsell performance. Key Responsibilities: Listen to and evaluate recorded/live calls for quality, compliance, script adherence, and upsell strategy. Audit a fixed number of calls per agent per day/week and maintain proper documentation. Provide structured feedback to agents and flag critical quality concerns to supervisors. Track and report common issues such as incomplete addresses, missing customer data, or scripting errors. Collaborate with team leaders to implement coaching plans and drive quality improvement. Maintain QA scorecards, error trend reports, and contribute to quality calibration. Make outbound quality check calls for verification, feedback, and audit purposes — totaling 80 hours of call time per month. Required Skills & Qualifications: 1–3 years of experience as a QA in a call center (tele-sales/BPO preferred). Excellent attention to detail, listening, and communication skills. Familiarity with call center KPIs, compliance, and CRM usage. Working knowledge of MS Excel/Google Sheets for reporting. Ability to provide objective and actionable feedback. Preferred Traits: Strong work ethic with a neutral and fair approach to audits. Motivation to help agents improve and deliver better results. Ability to work under pressure and maintain consistency. Passion for data accuracy and operational quality. Additional Info: Fixed Salary: ₹25000 per month Incentives/Performance Bonus: Based on team performance (optional) Minimum Calling Requirement: 80 hours per month for QA audit/follow-up calls Job Type: Full-time Pay: ₹25,000.00 per month Benefits: Commuter assistance Leave encashment Paid sick time Paid time off Schedule: Day shift Fixed shift Monday to Friday Morning shift Supplemental Pay: Performance bonus Yearly bonus Application Question(s): Do you have prior Quality Analyst experience on papers? Work Location: In person Speak with the employer +91 9519139996