Voice Analyst

Job Title: Voice Analyst

Job Summary:
We are looking for a skilled and detail-oriented Voice Analyst to monitor, analyze, and improve the quality of voice interactions between customers and agents. The role involves evaluating calls, identifying trends, ensuring compliance with standards, and providing actionable insights to enhance customer experience.

Key Responsibilities:

• Monitor and evaluate inbound/outbound customer calls for quality assurance.
• Analyze call recordings to identify performance gaps, compliance issues, and improvement areas.
• Provide feedback and coaching support to agents based on call quality.
• Prepare reports and dashboards on call trends, quality metrics, and customer satisfaction.
• Collaborate with training and operations teams to improve call-handling techniques.
• Ensure compliance with company policies, scripts, and regulatory requirements.
• Use speech analytics tools to gather insights and detect patterns.
• Recommend process improvements to enhance efficiency and customer experience.

Key Skills Required:

• Excellent listening and analytical skills.
• Strong verbal and written communication.
• Knowledge of call center operations and KPIs.
• Proficiency in MS Excel/PowerPoint (reporting & analysis).
• Familiarity with call monitoring/QA tools and speech analytics software.
• Attention to detail and problem-solving mindset.

Qualifications:

• Bachelor’s degree (any stream) preferred.
• Experience in call quality analysis, voice process, or customer support QA is an advantage.
• Freshers with strong communication and analytical skills may also apply.

Job Types: Full-time, Permanent

Work Location: In person