Call Quality Analyst

Job Summary:

We are looking for a detail-oriented and analytical Call Quality Analyst to evaluate and ensure the effectiveness, efficiency, and compliance of calls made by customer service or sales representatives. The ideal candidate should be skilled in identifying process gaps, providing actionable feedback, and improving overall customer experience and team performance.

Key Responsibilities:

• Monitor inbound and outbound calls to evaluate communication quality, adherence to processes, and compliance standards.
• Provide detailed feedback and coaching to agents to improve performance and customer handling skills.
• Create and maintain call evaluation reports and quality dashboards.
• Collaborate with training and operations teams to identify training needs and support process improvements.
• Conduct root cause analysis for low-quality interactions and provide improvement plans.
• Participate in calibration sessions to ensure consistency in evaluation standards.
• Stay updated with company policies, products, and service offerings.

Key Skills Required:

• Excellent listening and analytical skills
• Strong verbal and written communication
• Knowledge of quality assurance practices and call center operations
• Experience with CRM systems, QA tools, and call recording platforms
• Proficiency in MS Excel, Google Sheets, or reporting tools
• Ability to work independently and under pressure

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹23,000.00 per month

Benefits:

• Flexible schedule
• Leave encashment
• Paid sick time

Schedule:

• Day shift
• Morning shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Experience:

• Call Quality BPO : 1 year (Required)

Language:

• English (Required)

Location:

• Noida Sector 16, Noida, Uttar Pradesh (Required)

Work Location: In person

Speak with the employer
+91 7678153056