Customer Support Call Quality Analyst

Key Responsibilities

• Monitor and audit inbound and outbound customer calls on a regular basis.

• Evaluate calls based on predefined quality parameters and audit checklists.

• Check the quality of communication, product knowledge, customer handling, and sales approach.

• Verify whether employees are following the approved call scripts, processes, and company guidelines.

• Identify issues such as:

  • Incorrect information provided to customers

  • Poor communication

  • Lack of product knowledge

  • Unprofessional language or behaviour

  • Missed customer requirements

  • Incomplete follow-up

  • Improper lead handling

  • Failure to generate or qualify leads

• Prepare daily/weekly/monthly call audit reports.

• Maintain individual employee-wise quality scores and performance records.

• Share constructive feedback with employees and reporting managers.

• Identify recurring quality issues and recommend training and corrective actions.

• Coordinate with the Sales/Telecalling/HR teams to improve call performance.

• Conduct re-audits to check whether feedback and corrective actions have been implemented.

• Maintain confidentiality of customer information and recorded calls.

• Support management in improving customer experience, lead conversion, and sales productivity.
  
  Required Skills

  • Excellent Kannada and English communication skills.

  • Good listening and analytical skills.

  • Strong observation and attention to detail.

  • Good understanding of customer service and sales calls.

  • Basic knowledge of MS Excel / Google Sheets.

  • Ability to prepare reports and maintain audit records.

  • Good interpersonal and feedback skills.

  • Ability to handle confidential customer and employee information.

  Qualification & Experience

  • Qualification: Any Graduate.

  • Experience: 1–3 years in Call Quality, Telecalling, Customer Service, Sales Quality Audit, BPO Quality, or a similar role.

  • Experience in sales/telecalling call auditing will be preferred.

  Key Performance Indicators (KPIs)

  • Number of calls audited per day/month

  • Audit accuracy

  • Quality score improvement

  • Reduction in repeated call-quality errors

  • Feedback completion rate

  • Employee performance improvement

  • Lead/customer handling quality

  • Audit report accuracy and timely submission

  Preferred Candidate Profile

  The ideal candidate should be detail-oriented, disciplined, a good listener, and confident in providing constructive feedback. Experience in auditing sales calls and understanding customer conversion processes will be an added advantage.

• It is a Full Time Customer Support / TeleCaller job for candidates with 4 - 6+ years Experience.