Call Quality Analyst

Key Responsibilities:

 Complete quality monitoring evaluations and audit assessments as per

defined targets.

 Deliver feedback to agents with the objective of improving performance.

 Drive high service quality standards and act as the Subject Matter Expert

(SME) on best practices for quality control across CRE, In-house, and Contact

Centre teams.

 Possess a deep understanding of ACPT analysis.

 Analyze DSAT/CSAT trends and provide recommendations for improvement.

 Identify Continual Improvement opportunities and implement Corrective and

Preventive Actions (CAPA).

 Attend calibration sessions regularly.

 Possess basic working knowledge of Excel.

Candidate Requirements:

 Bachelor’s degree in any discipline or equivalent qualification.

 Minimum 12 months of experience as a Quality Analyst.

 Ability to leverage prior experience to identify training needs and improve

Customer Service Team performance.

 Excellent written and verbal communication skills in English (mandatory).

 Fluency in Hindi and two additional regional language mentioned above

preferred.

 Strong presence of mind and ability to convert audits into actionable insights.

 Good interpersonal and constructive feedback skills.

 Strong attention to detail with excellent probing and problem-solving skills.

 Self-motivated with the ability to multitask effectively.

 Proficient in handling customer interactions.

 Clear understanding of customer experience impacting factors in interactions,

with the ability to communicate insights effectively.

• It is a Full Time కస్టమర్ మద్దతు / టెలికాలర్ job for candidates with 1 - 2 years of experience.