Call Quality Analyst

Job Description: Call Quality Analyst – International BPO Job Summary: Responsible for monitoring and evaluating customer calls in an international BPO to ensure quality standards, customer satisfaction, and compliance with company policies. Key Responsibilities: Monitor outbound calls of international process agents. Evaluate calls based on quality parameters, communication skills, and process compliance. Check accent, pronunciation, grammar, call etiquette, and customer handling. Identify errors and provide constructive feedback to agents. Conduct quality audits and calibration sessions. Prepare quality reports and track agent performance. Ensure adherence to client requirements, SOPs, and compliance guidelines.