Call Quality Analyst - Call Center

We are hiring a Call Auditor to monitor and evaluate customer calls, identify quality gaps beyond system parameters, and drive continuous improvements in current processes to enhance customer experience and overall performance.

Job Role & Responsibilities;

Audit inbound and outbound customer calls as per defined quality parameters.

Identify gaps beyond system-defined checkpoints and suggest process improvements.

Provide actionable feedback to Team Leaders and agents to improve call quality and customer experience.

Track recurring quality issues and share insights for corrective action.

Prepare quality reports and highlight trends, risks, and improvement opportunities.

Key Skills & Expectations;

Strong analytical and listening skills.

Ability to think beyond the system and contribute to improving current mechanisms and process achievements.

Good communication and feedback delivery skills.

Qualification

Any Graduate (preferred).

1–2 Years of experience as Quality Analyst in call center.

Job Types

Full-time, Permanent

Pay

₹18,000.00 - ₹25,000.00 per month

Benefits

Health insurance

Provident Fund

Work Location

In person