Call Quality Analyst

5 days ago

Cochin, Kerala, India ABE Full time ₹ 2,50,000 - ₹ 3,00,000 per year

Job Description:

Abe Services Private Limited, a leading "Australian Study Experts" consultancy with multiple branches, is seeking a Call Quality Analyst to ensure the highest standards in student counselling and customer acquisition processes.

Roles & Responsibilities:

  • Monitor and review recorded calls from the Student Counselling and Customer Acquisition departments.
  • Prepare daily, weekly, and monthly reports highlighting key trends, gaps, and improvement areas.
  • Identify errors, inconsistencies, and areas of improvement in call handling.
  • Provide actionable insights and recommendations to improve counselling quality and customer engagement.
  • Collaborate with the Managements and team leads to implement feedback and training.
  • Maintain accurate records and documentation of observations and recommendations.

Requirements:

  • Excellent listening, analytical, and attention-to-detail skills.
  • Good written and verbal communication skills in English.
  • Ability to work independently and handle multiple reports simultaneously.
  • Basic knowledge of data analysis tools or MS Excel is an advantage.
  • Prior experience in call monitoring, quality analysis, or customer service is a plus.
  • Work Hours: Full-time, Monday to Saturday

Why Join Us?

  • Be part of a professional environment focused on guiding students to study abroad.
  • Work closely with a passionate team and contribute to continuous process improvement.

Job Types: Full-time, Permanent

Pay: From ₹250,000.00 per year

Benefits:

  • Health insurance
  • Paid time off
  • Provident Fund

Ability to commute/relocate:

  • Kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred)

Education:

  • Bachelor's (Preferred)

Experience:

  • Quality control: 1 year (Preferred)

Language:

  • Malayalam (Required)

Location:

  • Kochi, Kerala (Preferred)

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