Quality Analyst

Hiring: Quality Analyst (On-Roll)Company: Anonet

Industry: Telecom / ISP

Employment Type: Full-Time (On-Roll)

Experience: 2–5 Years

Salary: ₹4.0 – ₹5.0 LPA CTC (Based on current CTC and interview performance)

Job SummaryWe are looking for an experienced Quality Analyst to monitor and improve service quality across Inbound Customer Support, Outbound Retention, Collections, and Customer Value Management (CVM) operations. The candidate will ensure quality compliance, improve customer experience, and support continuous process improvement.

• Key ResponsibilitiesMonitor and audit inbound & outbound customer interactions (Retention, Collections & CVM).
• Evaluate calls as per quality standards, SOPs, and SLA requirements.
• Conduct call audits, feedback sessions, coaching, and calibration with agents and Team Leaders.
• Identify repeat call drivers and recommend corrective actions.
• Work with Operations to improve First-Time Resolution (FTR) and Customer Satisfaction (CSAT).
• Analyze quality trends, prepare reports, dashboards, and share actionable insights.
• Ensure compliance with company processes and quality guidelines.
• Support quality improvement and process enhancement initiatives.
• Key Performance Indicators (KPIs)Quality Audit Score
• SLA Adherence
• First-Time Resolution (FTR)
• Customer Satisfaction (CSAT)
• Repeat Call Reduction
• SOP Compliance
• Required Skills & QualificationsGraduate in any discipline.
• Mandatory Telecom/ISP Quality Analyst experience.
• Good knowledge of Retention, Collections, and CVM processes.
• Strong understanding of call quality frameworks and audit methodologies.
• Excellent analytical, reporting, communication, and coaching skills.
• Proficiency in MS Excel and reporting tools.
• Preferred ExperienceExperience handling multi-queue QA (Inbound & Outbound).
• Exposure to Telecom Customer Lifecycle Management (CVM).
• Experience in process improvement and quality initiatives.

Mandatory RequirementOnly candidates with Telecom/ISP Quality Analyst experience will be considered.