Key Responsibilities

· Listen to and evaluate inbound and outbound calls as per defined quality parameters.

· Conduct regular call audits and maintain audit records.

· Provide detailed feedback and coaching inputs to agents and team leaders.

· Identify process gaps, compliance issues, and customer experience concerns.

· Prepare daily, weekly, and monthly quality reports and dashboards.

· Track quality scores and recommend corrective actions for improvement.

· Ensure adherence to scripts, SOPs, and organizational guidelines.

· Collaborate with Operations and Training teams to improve performance.

· Analyze recurring customer concerns and suggest process enhancements.

· Support calibration sessions and quality review meetings.

Required Qualifications





· Graduate in any discipline.

· Prior experience in Call Quality, Customer Service, Telecalling, or Quality Assurance preferred.

· Robust communication and analytical skills.

· Good knowledge of MS Excel, Word, and reporting tools.

Skills & Competencies

· Attention to detail

· Call monitoring and evaluation

· Data analysis and reporting

· Problem-solving ability

· Coaching and feedback skills

· Time management and multitasking

Customer-centric approach

Pay: ₹23,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Call Quality Analyst (India)
🏢 SCIENCE OLYMPIAD FOUNDATION
📍 India