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Job Description – Call Quality Analyst (QA)

Position: Quality Analyst – Voice Process

Experience: 1–3 Years

Location: Noida

Department: Quality/Operation

Job Responsibilities

• Monitor and audit customer calls as per defined quality parameters and SOPs.

• Evaluate calls based on communication, call handling, process adherence, compliance, and customer handling.

• Identify errors, gaps, and areas for improvement in agent performance.

• Provide constructive feedback and coaching to agents.

• Prepare and maintain daily/weekly/monthly quality reports.

• Maintain QA scorecards and ensure accurate scoring of calls.

• Identify recurring issues and share observations with the Operations/Training team.

• Conduct calibration sessions with the operations team when required.

• Ensure agents follow company policies, scripts, and compliance guidelines.

• Track improvement in agent performance after feedback.

• Handle quality-related escalations and support process improvement initiatives.

Required Skills

• Excellent verbal and written communication skills.

• Strong listening and analytical skills.

• Good attention to detail.

• Knowledge of call monitoring and quality parameters.

• Good understanding of MS Excel and reporting.

• Ability to provide professional and constructive feedback.

• Good problem-solving and decision-making skills.

• Ability to work under targets and deadlines.

Qualification

Graduate in any discipline.

Experience in Call Quality/Quality Analyst/Customer Support/Voice Process will be preferred.

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