Job Title: Sr. Quality Analyst

Location: Bhubaneswar

Department: Sales Call Auditing

Experience: 1-4 Years

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 customer service and 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

- Solid understanding of Quality Assurance methodologies.
- 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 fast-paced contact center environment.

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.

Also you can share your CV at [email protected]

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