Location: Kolkata
Experience: 4–10 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Job Code: 434126
Industry: Utilities – Electricity & Gas
Process Type: International Voice Process
Work Mode: To be confirmed
Shift: Rotational / Night / Graveyard Shifts

Job Overview

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

The candidate will be responsible for call monitoring, quality evaluations, compliance checks, root-cause analysis, quality reporting and providing constructive feedback to customer service associates to improve customer experience and operational performance.

Key Responsibilities

- Monitor and evaluate customer calls against defined quality and compliance standards.

- Assess handling of customer complaints, escalations, billing queries and retention-related concerns.

- Identify quality defects, compliance breaches, verification gaps and process deviations.

- Conduct root-cause analysis to identify recurring errors and customer complaints.

- Prepare quality reports, dashboards and performance analysis.

- Participate in internal and client calibration sessions.

- Provide constructive feedback and coaching support to customer service associates.

- Track agent performance and improvement after coaching sessions.

- Identify training requirements and recommend process improvements.

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

Required Skills

- Call Monitoring and Quality Evaluation

- Quality Assurance (QA)





- Quality Calibration

- Root Cause Analysis

- Defect Identification

- Compliance Monitoring

- Customer Experience Management

- Coaching and Feedback

- Quality Reporting and Dashboards

- Performance and Trend Analysis

- Complaint Handling and Escalation Management

- De-escalation Techniques

- CRM / Case Management

- MS Excel and Reporting Tools

- International Voice Process

Candidate Requirements

- Overall experience of 4–10 years.

- 3–6 years of international voice process experience.

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

- Excellent spoken and written English communication skills.

- Experience handling complex customer queries, complaints and escalations.

- Strong knowledge of quality frameworks, evaluation forms and compliance standards.

- Positive analytical, documentation and reporting skills.

- Willingness to work rotational, night or graveyard shifts.

Preferred Skills

- Electricity and Gas Utilities Customer Service experience.

- Knowledge of billing, metering, payments and collections.

- Lean Six Sigma Yellow Belt / Green Belt.

- COPC or equivalent quality-framework knowledge.

- Exposure to speech and interaction analytics.

Education

Bachelor's degree in any discipline preferred. Equivalent qualifications may be considered as per company policy.

Important Hiring Information

- Ex-TCS employees are not eligible to apply.

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

- Candidates must be comfortable working in rotational, night or graveyard shifts.

- Salary: Up to ₹9 LPA.

📌 Quality Analyst (Voice_A) (Kolkata)
🏢 Gratitude
📍 Kolkata