Call Quality Analyst

Key Responsibilities

Monitor and evaluate calls, chats, and emails handled by customer service agents.

Score interactions using defined quality parameters and scorecards.

Identify process gaps, agent skill gaps, and areas of improvement.

Provide timely feedback and coaching to agents to enhance performance.

Conduct calibration sessions with internal teams and clients to ensure alignment in quality standards.

Prepare daily, weekly, and monthly quality reports and dashboards.

Assist in developing quality guidelines, SOPs, and quality frameworks.

Ensure adherence to company policies, client requirements, and regulatory standards.

Collaborate with Training and Operations teams to improve overall customer experience.

Participate in root-cause analysis to reduce repeat errors and improve quality metrics (AHT, CSAT, FCR, Quality Score).

Required Skills & Competencies

Strong communication and interpersonal skills

Excellent listening and analytical skills

Attention to detail and accuracy

Ability to identify trends and provide actionable insights

Strong knowledge of MS Office (Excel, PowerPoint, Word)

Familiarity with quality monitoring tools (NICE, Verint, Calabrio, etc.)

Coaching and feedback delivery skills

Ability to work in a fast-paced environment

Qualifications

Graduate in any discipline

1–3 years of experience as a Quality Analyst or relevant BPO experience

Experience in customer service, technical support, or sales processes

languages preference: Telugu/Tamil/English

immediate joiners

• It is a Full Time Telesales / Telemarketing job for candidates with 1 - 3 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 Graduate and above and above with 1 - 3 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹18000 - ₹25000 per month that depends on your interview. It's a Full Time job in Chennai.
3. How many working days are there for this Call Quality Analyst job?
   Ans: This Call Quality Analyst job will have 6 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., Praba's Vcare Health Clinic 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 3 Call Quality Analyst at Praba's Vcare Health Clinic Private Limited
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 Day Shift.