Call Quality Analyst

Job Summary:

The Call Quality Auditor is responsible for monitoring and evaluating inbound and outbound calls to ensure that company standards of quality, accuracy, and professionalism are maintained. The role involves providing feedback, identifying training needs, and supporting continuous improvement in customer interactions.

Key Responsibilities:

• Listen to and evaluate recorded and live calls for quality, accuracy, and adherence to scripts and compliance guidelines.
• Identify areas of improvement in communication, process adherence, and customer handling.
• Prepare and share detailed quality reports with team leaders and management.
• Provide constructive feedback and coaching suggestions to team members.
• Maintain quality audit records and documentation accurately.
• Collaborate with the training and operations teams to enhance agent performance.
• Develop and update quality monitoring forms and standards as required.
• Track performance trends and suggest process or policy improvements.
• Ensure compliance with company policies, privacy guidelines, and industry standards.

Skills & Qualifications:

• Bachelor’s degree in any discipline (preferred).
• 1–3 years of experience in a quality monitoring or call auditing role, preferably in a BPO, wellness, or customer service environment.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person