Call Quality Analyst

Job Description

Job Description: We are seeking a detail-oriented Call Quality Analyst to monitor and assess the performance of our sales and support teams. The ideal candidate will ensure high-quality customer interactions, help improve product knowledge, and drive performance excellence in a fast-paced Ed-Tech BPO environment. Key Responsibilities: Monitor calls and provide actionable feedback to enhance executive performance Evaluate communication quality, product knowledge, and customer satisfaction Maintain and update quality standards based on evolving business needs Prepare detailed performance and quality reports Identify gaps and recommend training/improvement plans Use analytical tools to evaluate process strengths and weaknesses Collaborate with team leads and trainers to enhance team productivity Maintain documentation and create user experience feedback reports Key Skills & Requirements: Excellent verbal and written communication skills Strong analytical and problem-solving ability Good command of logical reasoning and process evaluation Eye for detail and commitment to perfection Knowledge of quality metrics and monitoring tools Experience in Ed-Tech or BPO industry preferred Job Types: Full-time, Permanent, Fresher Pay: ₹18,129.05 - ₹22,879.71 per month Benefits: Leave encashment Schedule: Day shift Morning shift Supplemental Pay: Overtime pay Education: Bachelor's (Required) Language: English (Required) Location: Noida Sector 16, Noida, Uttar Pradesh (Required) Work Location: In person Speak with the employer +91 8800828679