Call Quality Analyst

Job Description

Key Responsibilities: Monitor, evaluate, and audit outbound calls, chats, and emails for quality assurance purposes. Conduct call audits to ensure compliance with scripts, process adherence, regulatory guidelines, and quality standards. Lead and participate in regular call calibration sessions with internal teams and stakeholders to align evaluation criteria and ensure scoring consistency. Provide constructive feedback to agents and team leaders based on call audits and performance analysis. Maintain comprehensive records of audits and calibration outcomes. Identify patterns and areas for improvement in agent communication and customer handling. Collaborate with training and operations teams to implement targeted improvement initiatives. Prepare and present regular quality reports, including trends, agent scorecards, and quality KPIs. Recommend enhancements in processes, tools, and customer service practices. Ensure that customer service standards are maintained and continuously improved. Job Type: Full-time Pay: ₹20,000.00 - ₹28,000.00 per month Benefits: Flexible schedule Schedule: Day shift Supplemental Pay: Performance bonus Ability to commute/relocate: Gurugram, Haryana: Reliably commute or willing to relocate with an employer-provided relocation package (Required) Education: Higher Secondary(12th Pass) (Preferred) Experience: Quality Analyst: 1 year (Preferred) Language: English (Required) Location: Gurugram, Haryana (Required) Shift availability: Day Shift (Preferred) Work Location: In person