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Job Title: Call Quality Analyst (BPO)

Location: Ahmedabad, Gota [Onsite/Office]

Type: Full time

Shift: Night Shift (US Process)

Experience: 1+ Year

Salary: 25,000 to 35,000

Company: Aspire Tech-IT Solution

Job Summary

We are looking for a detail-oriented Call Quality Analyst to monitor and evaluate customer interactions in a call centre environment. The role involves assessing call quality, ensuring compliance with company standards, and providing actionable feedback to improve overall customer experience.

Key Responsibilities
Monitor and evaluate inbound and outbound customer calls
Assess calls based on predefined quality parameters and scorecards
Identify gaps in communication, process adherence, and soft skills
Provide constructive feedback and coaching to agents
Prepare quality reports and share insights with management
Ensure compliance with company policies and client requirements
Collaborate with training and operations teams for performance improvement
Track agent performance and support in achieving quality benchmarks

Required Skills
Excellent listening and analytical skills
Robust verbal and written communication skills
Attention to detail and quality-focused mindset




Good understanding of call centre processes and KPIs
Ability to provide feedback in a constructive manner
Basic knowledge of MS Excel and reporting

Eligibility Criteria
Minimum 1 year of experience in a call centre or quality role
Experience in US process preferred
Graduate in any field
Comfortable working in Night Shift

Key Performance Indicators (KPIs)
Call Quality Score
Compliance & Process Adherence
Error Identification Rate
Agent Improvement Rate

Benefits
Fixed salary with performance incentives
Paid leaves
Career growth opportunities
Supportive work workplace

Work Conditions
Work from office – Ahmedabad (Gota)
Candidates must be able to commute or relocate

Who Should Apply
Candidates with experience in customer support or quality analysis
Individuals with strong analytical and observation skills
Professionals interested in improving customer experience and process quality

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits
Commuter assistance
Paid sick time
Paid time off

Shift availability:
Night Shift (Required)

Work Location: In person

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