Call Quality Analyst

Call Quality Analyst

Location: Hybrid (Office + Work From Home)
Salary: ₹15,000 – ₹25,000 per month
Experience Required: 1–2 years in BPO Call Auditing / Quality Analysis
Employment Type: Full-time

About the Role

We are seeking a detail-oriented and analytical Call Quality Analyst to evaluate and enhance the quality of customer interactions handled by our Client Relationship Executives. The ideal candidate will have solid experience in call auditing, performance evaluation, and generating actionable insights that support continuous improvement and service excellence.

Key Responsibilities

• Monitor and audit inbound and outbound customer calls.
• Assess call quality based on predefined KPIs, quality benchmarks, and compliance guidelines.
• Provide clear and constructive feedback to Client Relationship Executives to improve communication and performance.
• Prepare daily and weekly quality reports for leadership review.
• Identify performance gaps, training requirements, and improvement opportunities.
• Ensure adherence to communication standards, processes, and customer service protocols.
• Collaborate with team leaders to enhance call quality and boost customer satisfaction.

Requirements

• 1–2 years of experience in BPO call auditing or quality assurance.
• Strong listening, analytical, and evaluation skills.
• Proficiency in English and Malayalam.
• Ability to efficiently audit a high volume of calls.
• Strong reporting and documentation skills (Excel/Google Sheets preferred).
• Self-motivated with the ability to work independently in a hybrid work environment.

Benefits

• Competitive salary: ₹15,000 – ₹25,000 per month
• Hybrid work flexibility
• Opportunities for skill development and career growth

Job Type: Full-time

Pay: ₹15,000.00 - ₹25,000.00 per month

Benefits:

• Work from home

Work Location: Remote