Call Quality Analyst

Job Description - Quality Analyst

About the Role:

Royal Brothers is seeking a detail-oriented and experienced Quality Analyst to join our dynamic customer experience department. In this critical role, you will be responsible for ensuring exceptional customer service quality across all communication channels while driving continuous improvement in customer experience.

Key Responsibilities

• Conduct comprehensive audits of all customer communication channels including voice calls, live chat interactions, and email correspondence
• Evaluate customer interactions against established quality parameters and service standards
• Monitor adherence to company policies, procedures, and compliance requirements
• Document findings and maintain detailed audit records
• Analyse Quality metrics and identify trends and patterns
• Provide constructive, actionable feedback to the associates to enhance their performance
• Develop and implement coaching strategies to address skill gaps and improvement opportunities
• Collaborate with team leads and managers to create targeted development plans

Process Improvement

• Identify opportunities for process enhancement and operational efficiency
• Recommend best practices and quality improvement initiatives
• Support the development and refinement of quality standards and audit parameters
• Contribute to training materials and quality assurance documentation

Required Qualifications

Experience & Skills

• Minimum 2 years of experience as a Quality Analyst in customer service or contact centre environment
• Demonstrated expertise in quality audit parameters and evaluation methodologies
• Strong analytical and problem-solving abilities with keen attention to detail

Communication & Technical Skills

• Excellent written and verbal communication skills with ability to provide clear, constructive feedback
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Experience with quality monitoring tools preferred

Core Competencies

• Strong interpersonal skills with ability to work collaboratively across teams
• Proven ability to handle sensitive feedback conversations professionally
• Self-motivated with excellent time management and organizational skills
• Commitment to maintaining confidentiality and professional standards

Job Types: Full-time, Permanent

Pay: ₹380,000.00 - ₹480,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person