Call Quality Analyst

6 days ago

Noida Sector Noida Uttar Pradesh, India Henry Harvin Education Full time ₹ 2,40,000 - ₹ 3,12,000 per year

Job Summary:

The Call Quality Analyst is responsible for monitoring and evaluating customer service calls to ensure adherence to quality standards, policies, and procedures. The role focuses on identifying training needs, improving customer experience, and maintaining consistent service excellence across all customer interactions.

Key Responsibilities:

  • Monitor inbound and outbound calls to assess agent performance and quality of service.
  • Evaluate calls based on predefined parameters like accuracy, empathy, tone, and process adherence.
  • Provide detailed feedback and coaching to agents for improvement.
  • Identify common errors, process gaps, and areas of improvement.
  • Prepare quality reports and share performance insights with the team leads and management.
  • Collaborate with the training and operations team to improve scripts and customer interaction standards.
  • Conduct regular calibration sessions to ensure evaluation consistency.
  • Maintain quality data records and support audits as needed.

Requirements:

  • Bachelor's degree in any discipline.
  • 1–3 years of experience in call monitoring, QA, or customer service (BPO/EdTech/Telecom preferred).
  • Strong analytical and listening skills.
  • Excellent communication and report-writing ability.
  • Proficiency in MS Excel, Google Sheets, and CRM/QA tools.
  • Ability to provide constructive feedback and drive performance improvement.

Job Type: Full-time

Pay: ₹18, ₹26,000.00 per month

Benefits:

  • Flexible schedule
  • Health insurance
  • Internet reimbursement
  • Leave encashment
  • Life insurance
  • Paid sick time

Work Location: In person

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