Call Quality Analyst
GVK Emergency Management and Research Institute (GVK EMRI) is seeking a dedicated Call Quality Analyst to ensure the highest standards of service for our Dial 112 operations. In this role, you'll be responsible for performing quality audits of calls , evaluating call taker performance, and providing essential feedback to enhance overall service quality.
Role & Responsibilities:
- Perform quality audits of calls received from citizens.
- Evaluate the performance of call takers during calls based on parameters like understanding of the issue, quality of response, and behavior.
- Monitor the overall performance of agents during calls.
- Provide feedback to agents and ensure call quality.
- Set up and enforce quality standards/parameters for agents.




- Provide fortnightly reports on various parameters to the concerned government department in the desired format.
- Provide monthly reports on various parameters to the Police research team/PMU in the desired format.
- Cooperate with PMC (Project Management Consultant) and concerned government departments, furnishing data/reports as required by PMC.
- Handle any other tasks assigned by concerned government departments & PMC concerning Dial 112.

Qualifications:
- Any Graduate with excellent communication skills.

Experience Criteria:
- Minimum 08 years of overall experience.
- Minimum 05 years of experience in Quality Audit in a BPO/Call Center.

📌 Call Quality Analyst (Bhopal)
🏢 GVK Emergency Management and Research Institute (GVK EMRI)
📍 Bhopal