Call Quality Analyst

Job Description – Call Quality Analyst (QA)

Position: Quality Analyst – Voice Process

Experience: 1–6 Years

Location: Noida

Department: Quality/Operation

Job Responsibilities

• Monitor and audit customer calls as per defined quality parameters and SOPs.
• Evaluate calls based on communication, call handling, process adherence, compliance, and customer handling.
• Identify errors, gaps, and areas for improvement in agent performance.
• Provide constructive feedback and coaching to agents.
• Prepare and maintain daily/weekly/monthly quality reports.
• Maintain QA scorecards and ensure accurate scoring of calls.
• Identify recurring issues and share observations with the Operations/Training team.
• Conduct calibration sessions with the operations team when required.
• Ensure agents follow company policies, scripts, and compliance guidelines.
• Track improvement in agent performance after feedback.
• Handle quality-related escalations and support process improvement initiatives.

Required Skills

• Excellent verbal and written communication skills.
• Strong listening and analytical skills.
• Good attention to detail.
• Knowledge of call monitoring and quality parameters.
• Good understanding of MS Excel and reporting.
• Ability to provide professional and constructive feedback.
• Good problem-solving and decision-making skills.
• Ability to work under targets and deadlines.

Qualification

• Graduate in any discipline.
• Experience in Call Quality/Quality Analyst/Customer Support/Voice Process will be preferred.

Interested candidates can contact:

📞 9289223623 (Deepshikha)