Call Quality Analyst

We are looking for a Call Quality Analyst to join our team at Midaspire Global Services Llp. The role involves updating accurate data in databases, spreadsheets, and systems as required. With a collaborative environment and growth opportunities, the position offers a salary of ₹15000 - ₹30000.

Key Responsibilities:

• Monitor and Evaluate Calls

  • Listen to and assess recorded or live customer calls to ensure quality standards are met.

  • Evaluate agent performance against defined criteria such as script adherence, tone, accuracy, and customer service.

• Provide Feedback to Agents

  • Deliver constructive feedback to agents to improve communication, compliance, and customer handling.

  • Conduct one-on-one coaching sessions or feedback meetings.

• Maintain QA Standards and Guidelines

  • Develop and update quality monitoring forms and scorecards based on business goals and compliance needs.

  • Ensure QA standards align with customer service policies and company values.

• Identify Training Needs

  • Spot performance trends and gaps through call analysis.

  • Recommend or support training initiatives to address common agent weaknesses.

• Report on Quality Metrics

  • Compile QA data into performance reports for team leads and management.

  • Track quality scores, compliance rates, and other key performance indicators (KPIs).

• Support Continuous Improvement

  • Provide insights to improve call center scripts, processes, and customer interaction protocols.

  • Collaborate with supervisors and trainers to refine operational procedures.

• Ensure Compliance and Risk Management

  • Monitor for compliance with legal, regulatory, and internal policies (e.g., data protection, call disclosure scripts).

  • Escalate issues that pose risks or indicate non-compliance.

• Participate in Calibration Sessions

  • Join regular calibration meetings with QA peers and team leaders to ensure scoring consistency and fairness.

Job Requirements:

The minimum qualification for this role is below 10th and 0.5 - 4 years of experience. Candidates must have attention to detail, a high level of accuracy, strong organizational skills, and the ability to manage multiple tasks efficiently.

• It is a Full Time Telesales / Telemarketing job for candidates with 6 months - 4 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 - 4 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹15000 - ₹30000 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., MIDASPIRE GLOBAL SERVICES LLP.
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 20 Call Quality Analyst at MIDASPIRE GLOBAL SERVICES LLP
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Telesales / Telemarketing job.
8. What are the timings of this Call Quality Analyst job?
   Ans: This Call Quality Analyst job has Night Shift.