Call Quality Analyst

2 days ago

Chennai, Tamil Nadu, India Jesus Calls Full time ₹ 2,00,000 - ₹ 2,50,000 per year

Job Purpose:

The Call Quality Analyst is responsible for monitoring, evaluating, and improving the quality of calls handled across various languages by Prayer Intercessors. The role ensures consistency, empathy, and excellence in every call, aligning with the ministry's communication standards and values.

Key Responsibilities:

  • Listen to and evaluate recorded/live calls across multiple regional languages.
  • Assess call performance based on defined quality parameters such as tone, empathy, accuracy, adherence to script, and prayer quality.
  • Provide detailed feedback and coaching suggestions to intercessors or agents for performance improvement.
  • Maintain call quality reports and track individual/team performance trends.
  • Identify training needs based on call audits and collaborate with the training team.
  • Ensure language, cultural, and spiritual sensitivity in all call interactions.
  • Participate in calibration sessions to align quality evaluation standards across teams.
  • Prepare and share weekly/monthly quality reports with management.
  • Support in developing and refining call scripts, guidelines, and checklists for different languages.

Qualifications & Experience:

  • Bachelor's degree in any discipline.
  • 2–5 years of experience as a Call Quality Analyst / Quality Evaluator in a BPO, call center, or ministry environment.
  • Proficiency in at least 2 or more Indian languages (e.g., Tamil, Hindi, Telugu, Malayalam, Kannada, etc.).
  • Strong listening and analytical skills.
  • Excellent written and verbal communication skills.

Skills & Attributes:

  • Good understanding of call center quality metrics and performance evaluation techniques.
  • Ability to give constructive feedback and motivate teams.
  • Strong attention to detail and documentation skills.
  • Spiritual maturity, empathy, and alignment with the mission of Jesus Calls Ministries.
  • Comfortable working with multilingual audio content.

Job Types: Full-time, Permanent

Pay: ₹20, ₹25,000.00 per month

Benefits:

  • Health insurance
  • Leave encashment
  • Provident Fund

Application Question(s):

  • Are you Believer of Christ?

Work Location: In person

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