Quality Analyst (QA)

Quality Analyst – Domestic Voice Process

Department: Customer Support / Operations / Quality

Location: Gopalan Millennium Tower

Ground floor - cogent e services Gopalan Enterprises,

ITPL Main Rd, Phase 2, Brookfield, Bengaluru, Karnataka 560037

Employment Type: Full-time / On-site.

Job Summary:

We are seeking a detail-oriented and analytical Quality Analyst (QA) to monitor, evaluate, and improve the quality of customer interactions in our domestic voice process. The QA will be responsible for assessing call quality, providing feedback to agents, ensuring compliance with process standards, and driving continuous improvement to enhance customer experience and operational performance.

Key Responsibilities:

* Monitor and evaluate inbound/outbound calls to ensure adherence to process guidelines and quality standards.

Identify gaps in call handling, soft skills, and product/process knowledge.

Provide actionable feedback, coaching, and guidance to agents to improve performance.

Maintain quality reports and track performance metrics at individual and process levels.

Conduct regular calibration sessions with trainers, team leaders, and clients to ensure alignment on quality parameters.

Analyze data trends, highlight recurring issues, and suggest process or policy improvements.

Support new hire training through feedback and process assessments.

Ensure compliance with company policies, information security, and client requirements.

Required Skills & Competencies:

Excellent communication and listening skills in [insert local language(s)] and English.

Strong analytical and observation skills.

Good understanding of call center metrics and quality parameters.

Ability to provide constructive feedback and coaching.

Proficiency in MS Excel, reporting tools, and call monitoring systems.

Attention to detail and ability to maintain objectivity.

Team player with a focus on continuous improvement.

Educational Qualification:

Graduate in any discipline (preferred).

QA certification or call quality training (added advantage).

Experience:

1–3 years of experience as a Quality Analyst in a domestic voice process (inbound/outbound customer service, sales, or collections).

Experience in BPO / Contact Center industry preferred.

Key Performance Indicators (KPIs):

Quality scores / audit accuracy

Agent improvement rate post-feedback

Calibration score alignment

Process compliance adherence

Customer satisfaction (CSAT) trends

Point of Contact:

Name: Hashir Jafar
Designation: HR Executive
Email: hashir.jafar@cogenteservices.com
Contact Number: 7411684007
Company Name: Cogent E services
Company Website: https://cogenteservices.com

Job Types: Full-time, Permanent

Pay: From ₹8,780.19 per month

Work Location: In person