Call Quality Analyst

Job Summary:

The Call Quality Analyst will be responsible for monitoring, evaluating, and improving the quality of customer interactions across voice processes. The role ensures agents deliver consistent, high-quality service that meets organizational standards and enhances customer satisfaction.

Key Responsibilities:

• Listen to and audit inbound/outbound calls to assess quality and compliance.
• Evaluate agent communication, soft skills, accuracy, and adherence to scripts.
• Provide constructive feedback and coaching to improve agent performance.
• Maintain daily/weekly call audit reports and share actionable insights with the team.
• Identify training needs and coordinate with the training team.
• Suggest process improvements to enhance customer experience and team efficiency.
• Ensure all calls meet company and client compliance standards.
• Track quality metrics such as CSAT, FCR, and error rates.

Key Skills Required:

• Excellent listening and analytical skills.
• Strong verbal and written communication.
• Attention to detail and ability to identify patterns in call behavior.
• Good knowledge of MS Excel / Google Sheets for reporting.
• Basic understanding of CRM or dialer tools preferred.
• Ability to work in a fast-paced environment and meet deadlines.

Job Type: Full-time

Work Location: In person