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Paisabazaar
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Call Quality Analyst

Call Quality Analyst

Paisabazaar

2 - 4 years

3 - 5 Lacs

gurugram

Posted:-1 days ago| Platform:

Apply

Skills Required

call monitoring call quality call audit call calibration root cause analysis quality monitoring feedback quality tools calibration csat

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Company:

Location:

About the Role:

Call Quality Analyst

Key Responsibilities:

Monitor and evaluate inbound and outbound calls for quality and compliance.
Provide actionable feedback and coaching to improve agent performance.
Identify training needs and recommend process improvements based on quality insights.
Maintain quality reports and track performance trends.
Collaborate with team leads and managers to enhance overall customer experience.
Ensure adherence to company policies, scripts, and compliance standards.
Conduct regular calibration sessions with the quality and operations team.

Required Skills & Qualifications:

Bachelors degree or equivalent.
2–4 years of experience as a
Call Quality Analyst
in a BPO/Customer Support environment.
Strong command over
English
and proficiency in
any South Indian language
(Tamil, Telugu, Kannada, or Malayalam).
Excellent listening, analytical, and feedback skills.
Familiarity with quality monitoring tools and reporting.
Strong attention to detail and a customer-centric approach.

Why Join Us:

Opportunity to work with India’s leading online insurance platform.
Dynamic and inclusive work environment.
Growth-oriented career path with learning and development opportunities.

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