Quality Analyst - Voice_A

Location: Kolkata
Experience: 4–10 Years

Job Purpose

Monitor, evaluate, and improve the quality of voice customer-care interactions within an electricity and gas utilities process. The role will focus on call evaluations, compliance, customer experience, root-cause analysis, quality reporting, actionable feedback, and coaching support to drive measurable improvements.

Key Requirements

- 3–6 years of international voice experience, including 1–2 years in a dedicated Quality Analyst or Quality Monitoring role.

- Experience handling complex customer queries, complaints, escalations, retention, and billing-related concerns.

- Strong spoken and written English with excellent documentation and communication skills.

- Robust understanding of quality frameworks, evaluation forms, fatal/non-fatal errors, and compliance defects.

- Ability to analyze quality scores, error trends, customer feedback, repeat contacts, and complaint drivers.

- Experience providing structured feedback and coaching support to frontline associates and team leaders.

- Working knowledge of quality-monitoring tools, CRM/case-management systems, MS Excel, and reporting tools.

- Understanding of customer verification, privacy, consent, mandatory disclosures, documentation, and process-compliance requirements.

- Willingness to work rotational, night, or graveyard shifts as required.

Key Responsibilities

- Monitor and evaluate voice interactions against defined quality, customer-experience, resolution, and compliance standards.

- Evaluate handling of complex queries, complaints, escalations, irate customers, de-escalation, empathy, retention, and high-bill explanations.

- Validate the accuracy of information provided regarding accounts, billing, usage, payments, and adjustments.

- Identify fatal errors, compliance breaches, verification gaps, misinformation, unsupported commitments,



and documentation gaps.

- Document evaluation findings with clear evidence, rationale, and actionable recommendations.

- Conduct root-cause analysis of quality defects, repeat contacts, complaints, low customer satisfaction, and escalations.

- Prepare quality dashboards and reports covering scores, trends, defects, agent performance, and process gaps.

- Participate in internal, client, and cross-site calibration sessions.

- Provide evidence-based feedback and coaching support to associates and team leaders.

- Track improvement of low-performing associates and validate coaching effectiveness.

- Identify training requirements, SOP/knowledge gaps, and process issues and recommend corrective actions.

- Support quality audits, governance reviews, client reviews, and continuous-improvement initiatives.

Core Skills

- Call Monitoring & Quality Evaluation

- Quality Calibration

- Root Cause Analysis

- Defect Identification

- Compliance & Process Assessment

- Coaching & Feedback

- Quality Reporting & Dashboards

- Trend & Performance Analysis

- Customer Experience Management

- De-escalation & Complaint Handling

- CRM / Case Management

- MS Excel & Reporting Tools

Preferred Skills / Knowledge

- Utilities customer service experience, particularly electricity and gas.

- Knowledge of billing, metering, payments, collections, complaints, and retention processes.

- Exposure to speech or interaction analytics.

- Lean Six Sigma, COPC, or equivalent quality-framework knowledge.

Education

Bachelor's degree in any discipline preferred. Equivalent qualifications may be considered based on hiring policy.

Preferred Certifications

- Lean Six Sigma Yellow/Green Belt

- COPC or equivalent quality-framework awareness

- Customer Service or Complaint Handling certification

Important Note

- Ex-TCS employees are not eligible to apply.
- PAN and Date of Birth (DOB) are required for profile creation.

📌 Quality Analyst - Voice_A_Kolkata (Kolkata)
🏢 Gratitude
📍 Kolkata