Call Quality Analyst

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 proficiency in Kannada, Tamil, Telugu, Hindi & English to monitor and evaluate customer interactions.

The candidate will be responsible for auditing calls, evaluating agent performance, ensuring process adherence, identifying quality gaps, and providing constructive feedback to improve overall customer service quality.

Key Responsibilities

- Monitor and evaluate customer support calls as per defined quality parameters.
- Assess agents on communication, call handling, accuracy, process adherence, 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 customer support executives.
- Ensure compliance with company SOPs, policies, and quality standards.
- Conduct regular call audits and maintain proper documentation.
- Coordinate with Operations and Training teams to improve call quality.




- Track quality trends and share performance insights with management.

Candidate Requirements

- Graduate in any discipline.
- 1–3 years of experience as a Quality Analyst in BPO / Call Center / Customer Support.
- Language proficiency in Kannada, Tamil, Telugu, Hindi & English is COMPULSORY.
- Strong verbal and written communication skills.
- Excellent listening and analytical skills.
- Good knowledge of MS Excel and quality monitoring tools.
- Ability to identify errors, analyze call quality, and provide effective feedback.
- Strong attention to detail and problem-solving skills.
- Candidates currently based in Jaipur or willing to relocate to Jaipur can apply.

Preferred Experience

BPO | Customer Support | Telecalling | Call Center | Quality Analyst

Important

All 5 languages — Kannada, Tamil, Telugu, Hindi & English — are mandatory for this role.

Pay: ₹28,000.00 - ₹32,000.00 per month

Advantages:

- Paid sick time
- Paid time off

Work Location: In person

📌 Call Quality Analyst (India)
🏢 NSCS
📍 India