Call Quality Analyst

Role: Call Quality Analyst (Domestic Voice Process)

Details:

Experience: Minimum 1 years of experience as a Quality Analyst in a BPO voice process

Salary: Up to 4.2 LPA (depends on last drawn)

Shift: Day Shifts

Working Days: 6 days a week, 1 rotational week off

Location: Sector 32, Gurugram

Roles and Responsibilities

• Monitor and evaluate customer interactions in a domestic voice/customer service process.
• Conduct call audits and assess quality parameters, communication skills, process adherence, and customer handling.
• Identify quality gaps, critical errors, and compliance deviations, and provide constructive feedback to agents.
• Conduct feedback sessions and coordinate with Team Leaders to improve agent performance.
• Perform root cause analysis and recommend corrective action plans to improve quality scores.
• Participate in quality calibration sessions with Operations and Training teams.
• Prepare daily, weekly, and monthly quality reports and track agent performance.
• Ensure adherence to process guidelines, call scripts, customer service standards, and compliance requirements.

Job Requirements

• Minimum 1-2 years of on-paper experience as a Quality Analyst in a BPO voice process.
• Experience in a domestic voice/customer service process preferred.
• Hands-on experience with at least 7 QC tools, platforms, or reporting tools is preferred.
• Strong knowledge of call auditing, quality scorecards, calibration, RCA, and feedback processes.
• Good understanding of quality metrics, critical errors, compliance, and customer experience parameters.
• Excellent listening, analytical, communication, and documentation skills.
• Proficiency in MS Excel and quality reporting.

Note: We are only looking for immediate joiners.

If interested, please share cv to [email removed] with subject line "Call QA"