Call Quality Analyst

A Call Quality Analyst (QA) monitors and evaluates inbound/outbound call interactions against established quality metrics, such as accuracy, compliance, and empathy. They provide actionable feedback, coach agents to improve performance, identify trends, and develop training materials to enhance customer satisfaction.

Responsibilities

• Monitoring & Evaluation: Auditing voice calls, chats, or emails to ensure compliance with company policies, scripts, and industry regulations.
• Feedback & Coaching: Providing regular, detailed, and constructive feedback to customer service representatives to improve their performance.
• Data Analysis & Reporting: Identifying trends in call quality, preparing performance reports, and conducting root cause analysis for recurring issues.
• Calibration & Quality Improvement: Collaborating with team leaders and management to align quality standards and implement improvement initiatives.
• Documentation: Maintaining accurate records of audits, scorecards, and coaching sessions.

Required Skills & Qualifications

• Experience: Previous experience in a call center, BPO, or customer service quality assurance role.
• Soft Skills: Strong analytical, communication, problem-solving, and interpersonal skills.
• Technical Skills: Proficiency in call monitoring software, Quality Assurance tools, and Microsoft Office (Excel, Word, PowerPoint).
• Knowledge: Understanding of quality assurance methodologies and customer service best practices.

Job Type: Full-time

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

Work Location: In person