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Atria Convergence Technologies (ACT)
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Quality Analyst For Customer Service

Quality Analyst For Customer Service

Atria Convergence Technologies (ACT)

1 - 5 years

3 - 4 Lacs

hyderabad

Posted:1 week ago| Platform:

Apply

Skills Required

call audit call monitoring call quality qc tools pareto analysis 7qc mis reporting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Quality Analyst Customer Service

Location: Hyderabad - Banjara Hills

Experience: 13 years in Customer Service / Call Quality Monitoring

Employment Type: Full-time / Work from Office

Key Responsibilities:

• Monitor and evaluate inbound & outbound calls to ensure adherence to process standards.
• Identify gaps in communication, process compliance, and customer experience.
• Provide feedback and coaching to agents to enhance performance and service quality.
• Prepare quality reports and share insights with the operations team for improvement.
• Participate in calibration sessions with internal and client teams to align on quality parameters.
• Recommend process improvements based on audit findings and customer feedback trends.

Skills & Requirements:

Excellent communication skills in English, Hindi and Telugu (verbal & written).
Strong analytical and listening skills.
Hands-on experience in quality monitoring tools and MS Excel.
Good understanding of customer service metrics (AHT, CSAT, FCR, etc.).
Ability to work in a fast-paced and target-driven environment.

Good to Have:

Experience in BPO/Customer Service environment.
Multilingual proficiency is an added advantage

Interested candidates can attend Walk In Interview scheduled at locations.

For more Details reach us via : 9121803768

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