Call Quality Analyst

5 days ago

Thiruvananthapuram, Kerala, India CareStack™ - Dental Practice Management Full time
Overview:

We are seeking a detail-oriented Call Quality & Data Analyst to review incoming call activity,

assess call outcomes, and provide insights to ensure smooth operations. This role involves

listening to call recordings, reviewing transcripts, and maintaining accurate records of call

performance.

Key Responsibilities:

● Review daily incoming call recordings and transcripts.

● Verify and document call outcomes (e.g., booked, rescheduled, canceled, or

incomplete).

● Identify errors, unusual patterns, or service issues and flag them for follow-up.

● Prepare simple reports summarizing call quality and key findings.

● Maintain consistent quality checks to support operational improvements.

Requirements:

● Strong understanding of US English (listening and reading).

● High attention to detail and accuracy.

● Basic analytical and reporting skills (Excel/Google Sheets).

● Reliable, proactive, and consistent in monitoring tasks.

● Prior experience in call review, quality assurance, or customer service is a plus.

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