Call Quality Analyst

1 week ago


Chennai, Tamil Nadu, India Sutherland Full time ₹ 2,00,000 - ₹ 6,00,000 per year

We are seeking a Call Quality Analyst with 3+ years experience in contact center QA. You will evaluate calls, monitor performance metrics and provide insights for enhancing customer experiences.

Responsibilities:

  • Conduct QA audits on customer interactions.
  • Measure silence, interruptions, and sentiment.
  • Track key QA metrics (CSAT proxy, transfer rate).
  • Provide feedback and coaching recommendations.
  • Prepare quality reports for leadership.

Qualifications:

  • Bachelor's in Communications, Business, or related field.
  • Experience in QA within contact centers.
  • Familiarity with speech analytics tools.
  • Strong data analysis and reporting skills.


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