Call Quality Analyst

4 hours ago

Gurgaon, Haryana, India Paisabazaar Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Job Title: Call Quality Analyst

Company: Policybazaar

Location: Gurgaon

Experience Required: 2 to 4 Years

Languages Known: English and any South Indian language (Tamil, Telugu, Kannada, or Malayalam)

About the Role:

We are looking for an experienced and detail-oriented Call Quality Analyst to join our team at Policybazaar. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions across calls. You will play a key role in ensuring that our customers receive the best service experience and that our communication standards are consistently met.

Key Responsibilities:

  • Monitor and evaluate inbound and outbound calls for quality and compliance.
  • Provide actionable feedback and coaching to improve agent performance.
  • Identify training needs and recommend process improvements based on quality insights.
  • Maintain quality reports and track performance trends.
  • Collaborate with team leads and managers to enhance overall customer experience.
  • Ensure adherence to company policies, scripts, and compliance standards.
  • Conduct regular calibration sessions with the quality and operations team.

Required Skills & Qualifications:

  • Bachelors degree or equivalent.
  • 2–4 years of experience as a Call Quality Analyst in a BPO/Customer Support environment.
  • Strong command over English and proficiency in any South Indian language (Tamil, Telugu, Kannada, or Malayalam).
  • Excellent listening, analytical, and feedback skills.
  • Familiarity with quality monitoring tools and reporting.
  • Strong attention to detail and a customer-centric approach.

Why Join Us:

  • Opportunity to work with India's leading online insurance platform.
  • Dynamic and inclusive work environment.
  • Growth-oriented career path with learning and development opportunities.

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