Call Quality Analyst

About the Role As a Quality Analyst / Quality Controller - Call Audit, you will be responsible for monitoring and evaluating the quality of customer interactions to ensure adherence to set standards, improve service delivery, and support overall customer satisfaction goals. Key Responsibilities • Call Auditing: Listen to live and recorded calls to assess the quality of customer service and ensure compliance with internal standards. • Quality Evaluation: Analyze calls using defined parameters such as communication skills, product knowledge, script adherence, issue resolution, and policy compliance. • Feedback & Coaching: Share constructive feedback with customer service agents to improve individual and team performance. • Reporting: Maintain detailed records of audit findings, trends, and improvement areas. Generate timely reports for leadership review. • Process Improvements: Collaborate with internal teams to propose and implement process enhancements for better customer interactions.