Working Days: Monday to Friday + Alternate Saturdays
Job Summary
Aarav Tech Services is looking for a Call Quality Analyst to monitor and evaluate international customer calls, identify quality gaps, and provide constructive feedback to improve agent performance and customer experience.
Key Responsibilities
- Audit and evaluate international voice calls as per defined quality parameters.
- Monitor call quality, communication, pronunciation, accent, grammar, and overall professionalism.
- Identify incorrect information, unnecessary statements, or commitments made by agents.
- Check adherence to process, scripts, policies, and quality standards.
- Provide constructive feedback and coaching inputs to improve agent performance.
- Maintain accurate quality audit records and prepare regular reports.
- Identify recurring quality issues and highlight them to the concerned team.
- Work with Operations and Training teams to improve overall call quality.
Requirements
- 1-2 years of experience in Quality Analyst / Call Quality / International BPO preferred.
- Solid English communication and listening skills.
- Good understanding of grammar, pronunciation, sentence formation, and accent.
- Strong attention to detail.
- Ability to identify errors and provide clear, professional feedback.
- Good knowledge of MS Excel and basic reporting.
- Comfortable working in a night shift.
Preferred Candidate
Candidates with experience in an International Voice Process, Call Quality, Quality Analyst, or BPO Audit role will be preferred.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.