3–5 years in Call Quality / Quality Assurance / Customer Support
Employment Type
Full-time
Job Summary
We are looking for a detail-oriented and analytical Call Quality Analyst to monitor and evaluate customer interactions, ensure adherence to quality standards, and support continuous improvement initiatives. The ideal candidate should have experience in call auditing, performance analysis, and providing constructive feedback to customer service representatives.
Key Responsibilities
- Monitor and evaluate inbound and outbound customer calls, emails, and chat interactions.
- Conduct quality audits using predefined scorecards and compliance guidelines.
- Identify process gaps, customer pain points, and agent performance trends.
- Provide timely feedback and coaching recommendations to team leaders and agents.
- Prepare daily, weekly, and monthly quality reports and dashboards.
- Ensure adherence to company policies, client requirements, and regulatory standards.
- Participate in calibration sessions to maintain scoring consistency.
- Support training teams by sharing common error trends and improvement areas.
- Work closely with operations and training teams to improve customer satisfaction and first-call resolution.
Required Skills
- Excellent verbal and written communication skills.
- Strong listening and analytical abilities.
- Good knowledge of customer service and call center operations.
- Proficiency in MS Excel, Word, and reporting tools.
- Ability to handle confidential information with integrity.
- Solid attention to detail and problem-solving skills.
Qualifications
- Bachelor’s degree in any discipline.
- 3–5 years of experience in a BPO / call center quality role.
- Experience with QA tools, scorecards, and audit processes is preferred.