About the role

We are hiring a Quality Analyst – Voice in Kolkata to monitor, evaluate and improve the quality of voice customer-care interactions on an international electricity and gas utilities process. You will run call evaluations, check compliance, run root-cause analysis, publish quality reports and give actionable feedback and coaching support that drives measurable improvement. The role suits a skilled with international voice experience and a background in quality monitoring. It involves rotational shifts , including nights, with a salary of up to ₹9 LPA .

Key responsibilities

Monitoring and evaluation

- Monitor and evaluate voice interactions against 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 on accounts, billing, usage, payments and adjustments

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

- Document findings with clear evidence, rationale and actionable recommendations

Analysis and reporting

- Run root-cause analysis on quality defects, repeat contacts, complaints, low customer satisfaction and escalations

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

Calibration, coaching and governance

- Join internal, client and cross-site calibration sessions to keep evaluations consistent

- Give evidence-based feedback and coaching support to associates and team leaders

- Track low performers and validate how well coaching works

- Identify training needs, SOP and knowledge gaps and process issues, and recommend fixes

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

Required skills and experience

- 3 to 6 years of international voice experience,



including 1 to 2 years in a dedicated Quality Analyst or Quality Monitoring role

- Experience evaluating interactions involving complex queries, complaints, escalations, retention and billing concerns

- Strong spoken and written English, with excellent documentation skills

- Strong understanding of quality frameworks, evaluation forms, fatal and non-fatal errors and compliance defects

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

- Experience giving structured, constructive feedback to frontline associates and supporting coaching

- Working knowledge of quality-monitoring tools, CRM or case-management systems, evaluation forms, Excel and reporting tools

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

- Willing to work rotational, night or graveyard shifts

Preferred qualifications

- Utilities (electricity and gas) customer service experience

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

- Exposure to speech or interaction analytics

- Bachelor’s degree in any discipline (equivalent qualifications may be considered)

- Lean Six Sigma Yellow or Green Belt, COPC or similar quality framework, or a customer service or complaint handling certification

Core skills

Call monitoring, quality evaluation, calibration, root-cause analysis, defect identification, compliance assessment, coaching and feedback, quality reporting, trend analysis, customer experience, de-escalation, complaint handling, CRM and MS Excel.

Job details

Role

Quality Analyst – Voice

Process

International voice, electricity and gas utilities

Location

Kolkata

Experience

4 to 10 years (see note below)

Salary

Up to ₹9 LPA

Shift

Rotational, including night and graveyard shifts

Why join

- Own quality on an international utilities voice account

- Salary of up to ₹9 LPA

- Work with calibration, analytics and coaching teams

- Growth path to senior quality, training or team lead roles

- Exposure to quality tools and reporting

📌 Quality Analyst Jobs Kolkata | Utilities | Up to 9 LPA
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📍 Kolkata