Call Quality Analyst

32,416 - 37,500 /month

Falconaris Solutions

Koramangala, Bangalore

1 - 2 years Experience in Customer Support / TeleCaller

5 Openings

Full Time

Skills Required

Computer Knowledge

Query Resolution

Job Highlights

Industry Type: Software & IT Services

Languages: Hindi, Kannada

Graduate and above

All genders

6 days working | Day Shift

Job Benefits: PF

PAN Card, Aadhar Card

Job Description

Key Responsibilities:

 Complete quality monitoring evaluations and audit assessments as per

defined targets.

 Deliver feedback to agents with the objective of improving performance.

 Drive high service quality standards and act as the Subject Matter Expert

(SME) on best practices for quality control across CRE, In-house, and Contact

Centre teams.

 Possess a deep understanding of ACPT analysis.

 Analyze DSAT/CSAT trends and provide recommendations for improvement.

 Identify Continual Improvement opportunities and implement Corrective and

Preventive Actions (CAPA).

 Attend calibration sessions regularly.

 Possess basic working knowledge of Excel.

Candidate Requirements:

 Bachelor’s degree in any discipline or equivalent qualification.

 Minimum 12 months of experience as a Quality Analyst.

 Ability to leverage prior experience to identify training needs and improve

Customer Service Team performance.

 Excellent written and verbal communication skills in English (mandatory).

 Fluency in Hindi and two additional regional language mentioned above

preferred.

 Strong presence of mind and ability to convert audits into actionable insights.

 Good interpersonal and constructive feedback skills.

 Strong attention to detail with excellent probing and problem-solving skills.

 Self-motivated with the ability to multitask effectively.

 Proficient in handling customer interactions.

 Clear understanding of customer experience impacting factors in interactions,

with the ability to communicate insights effectively.

Other Details

It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 2 years of experience.

More about this Call Quality Analyst job

What qualifications and experience are required for this Call Quality Analyst position?
Ans : Candidates should have a Graduate and above qualification with 1-2 years of experience and skills like Computer Knowledge, Query Resolution.
What is the salary and job type for this role?
Ans : The salary for this Call Quality Analyst job ranges between ₹32,000-₹37,500 per month. This is a Full Time job.
What shift and timings does this job follow?
Ans : This Call Quality Analyst job follows a Day shift.
Do you need to visit the office for this job?
Ans : Yes, candidates need to visit the office and work from the location in Koramangala, Bangalore.
How many vacancies are there for this Call Quality Analyst job?
Ans : There are 5 vacancies for this Call Quality Analyst role.
Is this job open for all genders?
Ans : Yes, this Call Quality Analyst job is open for both male and female candidates.
What are the key responsibilities of this Call Quality Analyst job?
Ans : As a Call Quality Analyst, key responsibilities include skills like Computer Knowledge, Query Resolution. This role is part of Customer Support / TeleCaller category.
What is the job location for this position?
Ans : The job location for this Call Quality Analyst position is Koramangala, Bangalore.
Who is the right fit for this Call Quality Analyst job?
Ans : A candidate having skills like Computer Knowledge, Query Resolution with 1-2 years of experience is the right fit for this Call Quality Analyst job.
What makes this Call Quality Analyst job a good opportunity?
Ans : This Call Quality Analyst job is a good opportunity as it offers a salary between ₹32,000-₹37,500 per month. This is a Full Time job and has 5 openings.