Quality Anality- Voice

Location: Kolkata
Experience: 4–10 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Job Code: 434126

Job Purpose

We are looking for a Quality Analyst – Voice to monitor, evaluate, and improve the quality of international voice customer-service interactions within an electricity and gas utilities process.

The role will focus on call monitoring, quality evaluation, compliance, customer experience, root-cause analysis, quality reporting, feedback, and coaching support to drive measurable improvements in service quality.

Key Responsibilities

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

- Evaluate handling of complex customer queries, complaints, escalations, retention cases, and billing-related concerns.

- Assess agent performance on empathy, communication, de-escalation, accuracy, and customer handling.

- Validate information provided regarding customer accounts, billing, usage, payments, and adjustments.

- Identify fatal errors, non-fatal errors, compliance breaches, verification gaps, misinformation, and documentation gaps .

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

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

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

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

- Provide structured and evidence-based feedback to associates and Team Leaders.

- Support coaching initiatives and track improvement of low-performing associates.

- Identify training needs,



SOP gaps, knowledge gaps, and process issues.

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

Required Experience

- 4–10 years of overall experience in customer service/BPO operations.

- 3–6 years of international voice experience preferred.

- Minimum 1–2 years of experience in Quality Analyst / Quality Monitoring roles.

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

- Strong spoken and written English.

- Strong documentation and communication skills.

- Experience with quality frameworks, evaluation forms, fatal/non-fatal errors, and compliance defects.

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

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

Contact Centre & Quality Metrics

Candidates should have knowledge of:

- Quality Score

- CSAT

- FCR

- AHT

- SLA / Service Level

- Repeat Contacts

- Complaint Trends

- Defect Rates





- Agent Performance

- Compliance Scores

Preferred Utilities Knowledge

Experience in electricity and gas customer service is preferred.

Knowledge of the following will be an advantage:

- Customer billing

- Metering

- Electricity/gas usage

- Payments

- Collections

- Billing adjustments

- Complaints

- Customer retention

- Customer vulnerability

- Customer verification

- Privacy and consent

- Regulatory compliance

- Meter-to-Cash processes

Systems & Tools

- CRM / Case Management Systems

- Quality Monitoring Tools

- Speech / Interaction Analytics

- MS Excel

- Reporting & Dashboard Tools

- Contact-Centre Platforms

Key Competencies

- Strong analytical and problem-solving skills

- Attention to detail

- Excellent communication

- Coaching and feedback skills

- Customer-centric approach

- Data-driven decision-making

- Documentation skills

- Stakeholder management

- Ability to identify process gaps

- Ability to work under SLA-driven environments

Education

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

Preferred Certifications

- Lean Six Sigma Yellow Belt / Green Belt

- COPC or equivalent quality-framework awareness

- Customer Service Certification

- Complaint Handling Certification

Key Eligibility Information

- Ex-TCS employees are not eligible to apply.

- PAN and Date of Birth (DOB) are required for profile creation.

- Candidates should have relevant experience in international voice operations and quality monitoring .

- Utilities-domain experience is preferred but not mandatory .

📌 Quality Analyst (Kolkata)
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📍 Kolkata