Call Quality Analyst-call audit

3 days ago

Noida Sector Noida Uttar Pradesh, India Henry Harvin Education Full time ₹ 15,000 - ₹ 26,00,000 per year

Job Summary:

The Call Quality Analyst is responsible for monitoring and evaluating inbound and outbound customer interactions to ensure adherence to company policies, compliance, and quality standards. The role involves identifying areas of improvement, providing actionable feedback, and driving customer experience excellence.

Key Responsibilities:

  • Monitor live and recorded calls to evaluate communication, product knowledge, compliance, and customer handling skills.
  • Use quality monitoring tools and scorecards to assess agent performance.
  • Provide constructive feedback, coaching inputs, and suggestions to agents for improvement.
  • Identify training needs and share insights with the Training/Operations team.
  • Prepare and maintain QA reports, dashboards, and performance trends.
  • Collaborate with Team Leaders and Managers to drive quality improvement initiatives.
  • Ensure compliance with internal guidelines, customer policies, and regulatory requirements.
  • Contribute to process enhancement and customer satisfaction goals.

Requirements:

  • Bachelor's degree in any discipline.
  • 3 month–1 years of experience as a Quality Analyst in BPO/Call Center/Customer Support.
  • Strong listening, analytical, and feedback skills.
  • Knowledge of call auditing processes, QA frameworks, and compliance requirements.
  • Proficiency in MS Office and QA monitoring tools (e.g., NICE, Verint, or similar).
  • Excellent verbal and written communication skills.
  • Ability to work with cross-functional teams in a fast-paced environment.

Key Skills:

  • Call Monitoring & Auditing
  • Communication & Feedback Delivery
  • Analytical & Reporting Skills
  • Customer Experience Management
  • Attention to Detail
  • Process Improvement

Job Types: Full-time, Permanent

Pay: ₹15, ₹26,000.00 per month

Benefits:

  • Health insurance
  • Leave encashment
  • Paid sick time
  • Provident Fund

Experience:

  • Call Audit: 1 year (Required)

Location:

  • Noida Sector 16, Noida, Uttar Pradesh (Required)

Work Location: In person

Speak with the employer

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