Call Quality Analyst

Job Title: Quality Analyst – International Non-Voice (Email/Chat/Back-End)
Location: Bangalore
Industry: Healthcare Technology (Smart ICU Solutions)

About Us:
We are a fast-growing healthcare technology company on a mission to transform the way critical care is delivered across the globe. By combining advanced in-house technology, world-class clinical expertise, and innovative care delivery models, we are making quality healthcare more accessible to patients, wherever they are. Our solutions empower medical teams with patient-centric, scalable, and impactful tools that reshape how care is provided.

Role Overview:
We are looking for a detail-oriented and analytical Quality Analyst to join our international non-voice team. This role involves ensuring high service quality, process compliance, and excellent customer experience across email, chat, and back-end support channels. The ideal candidate will be passionate about driving continuous improvement and raising the bar for customer service excellence.

Key Responsibilities:

• Audit and evaluate customer interactions (email/chat/back-end) for accuracy, tone, and compliance.

• Identify errors, improvement opportunities, and performance gaps in agent responses.

• Provide actionable feedback through reports, coaching, and quality reviews.

• Collaborate with Team Leaders and Training teams to enhance performance standards.

• Maintain QA scorecards, dashboards, and quality documentation.

• Monitor adherence to SOPs, process guidelines, and data security standards.

• Analyze quality trends and recommend corrective measures.

• Participate in calibration sessions to ensure consistent evaluation across teams.

• Support new hire and refresher training by identifying recurring training needs.

Required Skills & Qualifications:

• Bachelor’s degree in any discipline.

• 2–6 years of experience in a quality role for an international non-voice process (email/chat/back-end).

• Excellent written English with strong grammar, clarity, and professional tone.

• Proficiency in QA tools, CRM platforms (e.g., Zendesk, Salesforce), and MS Excel.

• Strong analytical, observational, and documentation skills.

• Ability to work independently in a fast-paced, collaborative environment.

• Knowledge of CSAT, FCR, SLA metrics, and international quality standards.

Nice to Have:

• Experience in BPO/KPO customer service quality for US/UK/Australia clients.

• Familiarity with GDPR or similar data privacy frameworks.

✨ Why Join Us?
Be part of a purpose-driven team revolutionizing healthcare delivery worldwide. Here, your expertise in quality and customer experience will directly impact patient outcomes while helping shape the future of critical care technology.

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

More about this Call Quality Analyst job

1. What is the eligibility criteria to apply for this Call Quality Analyst job?
   Ans: The candidate should be 12th Pass and above and above with 2 - 6 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹40000 - ₹40000 per month that depends on your interview. It's a Full Time job in Bangalore.
3. How many working days are there for this Call Quality Analyst job?
   Ans: This Call Quality Analyst job will have 5 working days.
4. Are there any charges applicable while applying or joining this Call Quality Analyst job?
   Ans: No, there is no fee applicable for applying this Call Quality Analyst job and during the employment with the company, i.e., JONES RECRUITZO.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Call Quality Analyst role?
   Ans: There is an immediate opening of 10 Call Quality Analyst at JONES RECRUITZO
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Call Quality Analyst job?
   Ans: This Call Quality Analyst job has Rotational Shift.