Call Quality Analyst

The Call Quality Analyst is responsible for monitoring and evaluating voice customer interactions to ensure adherence to quality standards, compliance guidelines, and customer service excellence in an international BPO setting. This role involves identifying process gaps, coaching opportunities, and providing feedback to drive continuous improvement across customer service operations.

Key Responsibilities:

• Monitor inbound/outbound calls interactions for quality assurance.

• Evaluate calls based on pre-defined internal and client quality parameters.

• Identify performance improvement areas and training needs for agents.

• Provide detailed, actionable feedback and coaching to agents.

• Maintain and update quality monitoring forms, reports, and dashboards.

• Participate in calibration sessions with clients and internal stakeholders.

• Collaborate with trainers and team leaders to align on quality expectations.

• Track and report quality trends, errors, and performance scores.

• Recommend process improvements to enhance service delivery and customer experience.

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 2 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 All Education levels and above with 6 months - 2 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹20000 - ₹25000 per month that depends on your interview. It's a Full Time job in Mumbai.
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., NEXTUS GLOBAL SERVICES PRIVATE LIMITED.
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 5 Call Quality Analyst at NEXTUS GLOBAL SERVICES PRIVATE LIMITED
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 Night Shift.