Job Title: Call Quality Analyst

Location: Gurgaon

Job Summary

We are looking for a Call Quality Analyst to monitor and evaluate customer interactions, ensure compliance with quality standards, identify improvement opportunities, and provide actionable feedback to enhance customer experience and business performance.

Key Responsibilities
Monitor and audit sales calls as per defined quality parameters.
Evaluate calls for compliance, process adherence, soft skills, and customer handling.
Provide timely and constructive feedback to agents and team leaders.
Maintain quality scorecards and prepare audit reports.
Identify recurring issues, process gaps, and training needs.
Conduct calibration sessions with stakeholders to ensure scoring consistency.
Track quality trends and recommend process improvements.




Support training teams by sharing quality insights and coaching requirements.
Ensure adherence to regulatory and company compliance standards.

Required Skills
Excellent communication and analytical skills.
Knowledge of call auditing, feedback, and coaching techniques.
Proficiency in MS Excel and reporting.
Attention to detail and problem-solving ability.
Ability to work in a quick-paced contact center setting.

Preferred Qualifications
Graduate in any discipline.
Experience in BPO, customer service, sales, or insurance processes preferred.
Knowledge of quality tools, root cause analysis, and performance improvement techniques.

📌 Call Quality Analyst Gurgaon Upto 5 5 Lpa Bpo Gurugram
🏢 PolicyBazaar
📍 Gurugram