Call Quality Analyst

Conduct call audits to ensure quality standards are met. Perform call calibration exercises with team members to maintain consistency in service delivery. Utilize QC tools such as Pareto analysis, CSAT, TNA, RCA, SLA, AHT, KPI, TAT, shrinkage, and Six Sigma Quality principles to identify areas for improvement. Provide feedback on calls to enhance customer satisfaction and improve overall service quality. Monitor calls for quality checks and take corrective action when necessary. Contact: 9449900627 yamanurappa.kuri@telepeformancedibs.com QA JD: As a Sky RM Quality Analyst at Godrej Properties, you will be responsible for monitoring, auditing, and evaluating customer interactions handled by Sky Relationship Managers (Sky RMs) through multiple channels such as and not limited to calls, emails, and CRM cases. You will audit and evaluate call recordings ingested through TP Interact to assess service quality, process compliance, and communication effectiveness, ensuring every customer interaction reflects the Godrej Properties brand tone, empathy, and accuracy thereby supporting the business in enhancing NPS, First Contact Resolution (FCR), and Collection Efficiency. You will partner closely with the Sky RM Team Leads, Sky RM Training Specialist, and the GPL Zonal Communications & Training Manager (ZCTM) to identify improvement areas, design corrective coaching plans, and drive a consistent Godrej Properties Standard customer experience. Roles & Responsibilities: Quality Monitoring & Evaluation • Audit inbound and outbound interactions handled by Sky RMs through TP Interact (call recordings ingestion system) integrated with Ozonetel / Aspect Telephony & Salesforce. • Evaluate calls, emails, and CRM cases against predefined quality parameters including: o Accuracy of information and ownership of query o Communication tone, empathy, and resolution ability o Collections and negotiation handling o System updates and SR closure discipline • Generate structured feedback reports for all RMs and track improvements through regular review cycles. • Maintain audit samples, call IDs, and case notes in compliance with GPLs Quality Management Framework (QMF) and audit standards. Calibration & Feedback Alignment • Participate in weekly calibration sessions with GPL- ZCTM, HO CC, and TLs to ensure uniformity of scoring and feedback interpretation. • Deliver structured, constructive feedback to Sky RMs via TP Interact dashboards and feedback reports. • Identify common process gaps and recommend corrective action or refresher training. Governance, Process, and Compliance • Ensure that all audits adhere to standard evaluation forms, call scoring rubrics, and communication protocols. • Flag process non-adherence, compliance lapses, and data privacy breaches immediately to TLs and ZCTM. • Support audit readiness by maintaining complete QA logs, RCA documents, and feedback records within TP Interact. • Work with Team Leads and Trainers to close quality gaps within defined SLA timelines. Reporting & Insights • Create daily, weekly, and monthly QA reports on call quality, NPS impact, and repeat escalations. • Correlate QA performance with collections success, customer sentiment, and CRM closure TAT. • Highlight recurring issues to ZCTM/TL and participate in governance reviews to discuss process improvements.