Customer Support Call Quality Analyst

JOB DESCRIPTION

Designation: Quality Assurance Executive

Experience: 1 - 4+ Years

Industry: Telecom / Customer Support

Location: Gurgaon

Preferred Languages: Tamil, Telugu, Malayalam & Marathi

About the Company:

Indus is a leading corporate training and learning solutions provider with over 27+ years of experience in helping organizations build capabilities through customized training and development programs. Our mission is to help individuals and organizations achieve their full potential by delivering practical, impactful learning solutions. (induscorptrainers.com)

Role Overview:

We are looking for a Quality Assurance Executive responsible for monitoring and improving customer interaction quality and operational performance across telecom processes.

Key Responsibilities:

•Conduct XFE & Online Champ audits as per quality standards.

•Perform call audits and evaluate customer interactions.

•Monitor Broadband, FTTH, Wireline, and support operations.

•Prepare audit reports, scorecards, dashboards, and quality analysis.

•Identify process gaps and share feedback with operations teams.

•Ensure adherence to SOPs, compliance, and quality guidelines.

•Participate in calibration sessions and improvement initiatives.

•Maintain audit records and documentation accurately.

•The new role requires stronger analytical, insight generation, and capabilities.

Required Skills:

•Good communication and analytical skills.

•Knowledge of QA processes and telecom operations.

•Proficiency in MS Excel and reporting.•

Attention to detail and problem-solving ability.

•Fluency in Telugu, Malayalam, or Tamil along with basic English communication.

Qualification:

•Graduate in any discipline.

•Prior experience in Quality Assurance/Telecom operations preferred.

Mandatory Requirement:

•Candidate must own a personal laptop for work purposes

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 years of experience.