Call Quality Analyst

Policybazaar; Ernakulam, Gurugram District, Chennai District; On-site; INR 350,000 - 550,000; Full time

Job summary

Policybazaar in Kochi is seeking a Call Quality Analyst to monitor customer interactions, audit calls, and ensure compliance with quality standards. The role requires Malayalam language proficiency and may involve coordination with Chennai and Gurgaon locations for specific language needs.

You will help scoring, provide feedback, maintain scorecards, identify training needs, and support calibration sessions to improve service quality. 1–6 years of experience and a graduate degree are preferred.

Qualifications

• Graduate in any discipline; 1–6 years of experience in BPO/quality assurance.
• Experience in monitoring and evaluating customer interactions, focusing on compliance and service quality.
• Knowledge of QA methodologies and reporting practices.

Responsibilities

• Monitor and audit customer service and sales calls as per defined quality parameters.
• Evaluate calls for compliance, process adherence, soft skills, and customer handling.
• Provide timely and constructive feedback to agents and team leaders.
• Maintain quality scorecards and prepare audit reports.
• Identify recurring issues, process gaps, and training needs.
• Conduct calibration sessions with stakeholders to ensure scoring consistency.
• Track quality trends and recommend process improvements.
• Support training teams by sharing quality insights and coaching requirements.
• Ensure adherence to regulatory and company compliance standards.

Skills

Quality Assurance

Communication skills

Analytical skills

Call auditing

MS Excel

Attention to detail

Fast-paced environment

Education

Graduate in any discipline

Job description

Job Title: Call Quality Analyst
Location: Kochi ( Only Malayalam Language is required ),

Chennai ( For chennai location we are looking for someone who can speak Tamil and Malayalam Both) , Gurgaon ( English & Hindi required )
Experience: 1-6 Years

Job Summary
We are looking for a Call Quality Analyst to monitor and evaluate customer interactions, ensure compliance with quality standards, identify improvement opportunities, and provide actionable feedback to enhance customer experience and business performance.

Key Responsibilities

• Monitor and audit customer service and sales calls as per defined quality parameters.
  
• Evaluate calls for compliance, process adherence, soft skills, and customer handling.
  
• Provide timely and constructive feedback to agents and team leaders.
  
• Maintain quality scorecards and prepare audit reports.
  
• Identify recurring issues, process gaps, and training needs.
  
• Conduct calibration sessions with stakeholders to ensure scoring consistency.
  
• Track quality trends and recommend process improvements.
  
• Support training teams by sharing quality insights and coaching requirements.
  
• Ensure adherence to regulatory and company compliance standards.
  

Required Skills

• Strong understanding of Quality Assurance methodologies.
  
• Excellent communication and analytical skills.
  
• Knowledge of call auditing, feedback, and coaching techniques.
  
• Proficiency in MS Excel and reporting.
  
• Attention to detail and problem-solving ability.
  
• Ability to work in a fast-paced contact center environment.
  

Preferred Qualifications

• Graduate in any discipline.
  
• Experience in BPO, customer service, sales, or insurance processes preferred.
  
• Knowledge of quality tools, root cause analysis, and performance improvement techniques.