We are seeking a detail-oriented and analytical Call Quality Analyst to monitor and evaluate customer service calls to ensure high-quality service delivery. The role involves assessing agent performance, identifying areas for improvement, and ensuring compliance with company standards and processes.

Key Responsibilities:

Monitor inbound and outbound calls to evaluate agent performance based on set parameters.
Assess communication, soft skills, product knowledge, and adherence to process.
Identify gaps and provide actionable feedback to enhance customer experience.
Prepare daily/weekly quality reports and maintain audit records.
Collaborate with team leaders and trainers to improve overall call quality.
Conduct regular calibration sessions with team members to maintain consistency in evaluation.
Share insights and suggestions to improve scripts, processes, and training materials.
Ensure compliance with company policies and quality standards.

Required Skills & Qualifications:

Excellent listening and communication skills.
Strong analytical and observation skills.
Good command of English and Hindi (spoken & written).
Basic knowledge of Excel and reporting tools.
Ability to provide constructive feedback professionally.
Attention to detail and a proactive approach.

Job Types: Full-time, Permanent, Fresher

Pay: ₹18,000.00 - ₹25,000.00 per month

Benefits:

Flexible schedule
Health insurance
Leave encashment
Life insurance
Paid sick time

Work Location: In person

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