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Teleperfomance India
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Call Quality Analyst

Call Quality Analyst

Teleperfomance India

0 years

2 - 3 Lacs

india

Posted:1 day ago| Platform: GlassDoor logo

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Skills Required

communication auditing reports audit compliance monitoring training support development drive service excel

Work Mode

On-site

Job Type

Full Time

Job Description

About the Role:

We are looking for a Call Quality Analyst to evaluate customer and sales calls, identify gaps, and ensure high standards of communication and customer experience. The role involves auditing calls, preparing quality reports, and providing feedback to enhance team performance.

Key Responsibilities:

Listen to and audit inbound & outbound calls (sales/support).
Evaluate calls based on quality parameters such as communication, compliance, process adherence, and customer satisfaction.
Share structured feedback with team members to improve performance.
Maintain detailed quality monitoring records and reports.
Identify training needs and support the development of training modules.
Collaborate with managers to drive continuous improvement in service quality.
Ensure compliance with company policies and customer interaction standards.

Requirements:

Graduate / Undergraduate with relevant skills.
Prior experience in Call Quality / QA in BPO, EdTech, or Customer Support preferred (Freshers can also apply for internship).
Strong listening, analytical, and feedback-giving skills.
Good communication skills (verbal & written).
Knowledge of MS Excel/Google Sheets for reporting.

Job Types: Full-time, Permanent

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

Benefits:

Flexible schedule
Leave encashment
Paid sick time

Work Location: In person

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