Location: Jaipur, Rajasthan
Employment Type: Full time | Work From Office
Department: Quality / Customer Support
Job Summary
We are looking for a Call Quality Analyst with strong Marathi language proficiency to monitor and evaluate customer interactions. The candidate will be responsible for assessing calls, ensuring adherence to company processes, identifying quality gaps, and providing constructive feedback to customer support executives.
Key Responsibilities
- Monitor and evaluate customer support calls as per defined quality parameters.
- Assess agents on communication, call handling, process adherence, accuracy, and customer service.
- Prepare and maintain quality scores, reports, and MIS.
- Identify recurring errors, process gaps, and areas for improvement.
- Provide constructive feedback and coaching to agents.
- Ensure compliance with company SOPs, policies, and quality standards.
- Conduct call audits and maintain proper documentation.
- Coordinate with the Operations and Training teams to improve overall call quality.
- Track quality trends and share insights with management.
Candidate Requirements
- Graduate in any discipline.
- 1–3 years of experience as a Quality Analyst in BPO / Call Center / Customer Support.
- Marathi language proficiency is mandatory.
- Good communication skills in Marathi, Hindi, and English.
- Strong listening and analytical skills.
- Good knowledge of MS Excel and quality monitoring tools.
- Ability to identify errors and provide effective feedback.
- Candidates currently based in Jaipur or willing to relocate to Jaipur can apply.
Preferred Experience
BPO / Customer Support / Telecalling / Call Center Quality Analyst experience preferred