Call Quality Analyst

Job highlights

• PF, ESI (ESIC)Job DescriptionJob Description – Call Quality Analyst (QA)Position: Quality Analyst – Voice ProcessExperience: 1–6 YearsLocation: NoidaDepartment: Quality/OperationJob ResponsibilitiesMonitor and audit customer calls as per defined quality parameters and SOPs.Evaluate calls based on communication, call handling, process adherence, compliance, and customer handling.Identify errors, gaps, and areas for improvement in agent performance.Provide constructive feedback and coaching to agents.Prepare and maintain daily/weekly/monthly quality reports.Maintain QA scorecards and ensure accurate scoring of calls.Identify recurring issues and share observations with the Operations/Training team.Conduct calibration sessions with the operations team when required.Ensure agents follow company policies, scripts, and compliance guidelines.Track improvement in agent performance after feedback.Handle quality-related escalations and support process improvement initiatives.Required SkillsExcel

Job Description – Call Quality Analyst (QA) Position : Quality Analyst – Voice Process Experience: 1–6 Years Location: Noida Department: Quality/Operation Job Responsibilities Monitor and audit customer calls as per defined quality parameters and SOPs. Evaluate calls based on communication, call handling, process adherence, compliance, and customer handling. Identify errors, gaps, and areas for improvement in agent performance. Provide constructive feedback and coaching to agents. Prepare and maintain daily/weekly/monthly quality reports. Maintain QA scorecards and ensure accurate scoring of calls. Identify recurring issues and share observations with the Operations/Training team. Conduct calibration sessions with the operations team when required. Ensure agents follow company policies, scripts, and compliance guidelines. Track improvement in agent performance after feedback. Handle quality-related escalations and support process improvement initiatives. Required Skills Excellent verbal and written communication skills. Strong listening and analytical skills. Good attention to detail. Knowledge of call monitoring and quality parameters. Good understanding of MS Excel and reporting. Ability to provide professional and constructive feedback. Good problem-solving and decision-making skills. Ability to work under targets and deadlines. Qualification Graduate in any discipline. Experience in Call Quality/Quality Analyst/Customer Support/Voice Process will be preferred. Interested candidates can contact: 📞 [hidden] (Deepshikha)