Call Quality Analyst

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About Us:

Dana Choga

Role Overview:

Call Quality Analyst

Key Responsibilities:

• Audit incoming and outgoing calls to evaluate service quality, accuracy, and compliance with SOPs.
• Identify training needs, quality issues, and service gaps through daily monitoring.
• Maintain and update call quality scorecards, reports, and dashboards.
• Share timely, constructive feedback with agents and team leads.
• Conduct regular calibration sessions with the operations and training teams.
• Highlight recurring issues related to food orders, delays, customer dissatisfaction, etc., and suggest improvements.
• Work closely with team leads to improve communication standards, tone, and empathy.
• Support initiatives to enhance First Call Resolution (FCR), reduce escalations, and drive customer satisfaction.

Candidate Profile:

• Graduate in any discipline
• 2–4 years of experience in call quality monitoring, preferably in food delivery, hospitality, or BPOs
• Strong attention to detail, analytical mindset, and excellent listening skills
• Proficient in Excel
• Good written and verbal communication skills
• A team player with the ability to influence and drive positive change