Quality Analyst

Job Title: Quality Analyst – Call Auditing

Location: Indore
Experience: 1–3 Years

About the Role

We are seeking a Quality Analyst (Call Auditing) to monitor and evaluate customer calls, ensuring service quality, compliance, and excellence in customer experience. The role involves analyzing conversations, identifying gaps, and providing actionable feedback to improve overall team performance.

Key Responsibilities

• Listen to and audit inbound/outbound calls for quality and compliance.
• Evaluate calls based on communication, process adherence, and customer handling.
• Prepare detailed reports and maintain call audit records.
• Identify training needs and provide constructive feedback to team members.
• Collaborate with team leads to improve service standards and customer satisfaction.
• Ensure compliance with company policies, scripts, and industry regulations.
• Track quality scores and highlight areas of improvement.

Requirements

• Bachelor’s degree in any discipline.
• 1–3 years of experience in quality analysis/call auditing/customer support quality.
• Strong listening, analytical, and observation skills.
• Good knowledge of call center processes, customer service, and auditing techniques.
• Excellent verbal and written communication skills.
• Proficiency in MS Office (Excel/Word) for reporting.

Why Join Us?

• Opportunity to directly impact service quality and customer satisfaction.
• Collaborative work culture with growth opportunities.
• Competitive salary and benefits.

Job Type: Full-time

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

Work Location: In person