Quality Analyst (Customer Support / Call Audit)

Location: Pune

Experience: 0–5 Years

Employment Type: Full-Time

About the Role

We are looking for a detail-oriented Quality Analyst to monitor, evaluate, and improve customer interactions across Voice, Chat, and Email support channels. The ideal candidate should have strong analytical skills, excellent communication, and a passion for improving customer experience through quality audits and actionable feedback.

Key Responsibilities
Conduct quality audits of customer interactions (Calls, Chats & Emails).
Evaluate agent performance against quality standards and compliance guidelines.
Provide clear, constructive, and actionable feedback to improve performance.
Monitor quality metrics and ensure audit accuracy and consistency.
Participate in calibration sessions to maintain scoring alignment.
Identify process improvement opportunities and recommend corrective actions.
Track audit performance and maintain quality reports.
Work closely with Operations, Team Leaders, and Training teams to improve customer experience.
Ensure adherence to SOPs, process updates, and quality frameworks.

Required Skills
Robust verbal and written communication skills.
Excellent attention to detail.




Analytical and problem-solving mindset.
Ability to provide constructive coaching and feedback.
Good knowledge of Microsoft Excel.
Ability to work independently and within a team.

Preferred Qualifications
Graduate in any discipline.
0–5 years of experience in Quality, Customer Support, BPO, Call Center, or Customer Service.
Freshers with excellent communication and analytical skills may also apply.

What We're Looking For
Customer-focused mindset.
Robust ownership and accountability.
Ability to meet quality targets.
Willingness to learn and grow in a fast-paced workplace.

Location: Pune Experience: 0–5 Years

Apply now if you're passionate about quality, customer experience, and continuous improvement.

Pay: ₹23,000.00 - ₹25,000.00 per month

Perks
Paid sick time
Paid time off
Provident Fund

Ability to commute/relocate:
Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):
Please share CTC and Notice

Experience:
Call Quality audits: 1 year (Required)

Location:
Pune, Maharashtra (Required)

Work Location: In person

📌 Call Quality Analyst Pune
🏢 AI Sido Netz
📍 Pune