Call Quality Analyst

Team Vertex Global Services; Gurugram District; On-site; INR 252,000 - 420,000; Full time

Job summary

Team Vertex Global Services in Gurugram is seeking a Call Quality Analyst for Domestic Voice Process. You will monitor and audit customer interactions, evaluate quality parameters, and provide feedback to agents to improve service quality.

The role requires 1-2 years of QA experience in a BPO voice process, proficiency in MS Excel, and strong communication. This is a day shift, 6 days a week, Sector 32 location, with salary up to 4.2 LPA.

Qualifications

• Minimum 1-2 years of on-paper experience as a Quality Analyst in a BPO voice process.
• Experience in a domestic voice/customer service process preferred.
• Hands-on experience with at least 7 QC tools, platforms, or reporting tools is preferred.
• Strong knowledge of call auditing, quality scorecards, calibration, RCA, and feedback processes.
• Good understanding of quality metrics, critical errors, compliance, and customer experience parameters.
• Excellent listening, analytical, communication, and documentation skills.
• Proficiency in MS Excel and quality reporting.

Responsibilities

• Monitor and evaluate customer interactions in a domestic voice/customer service process.
• Conduct call audits and assess quality parameters, communication skills, process adherence, and customer handling.
• Identify quality gaps, critical errors, and compliance deviations, and provide constructive feedback to agents.
• Conduct feedback sessions and coordinate with Team Leaders to improve agent performance.
• Perform root cause analysis and recommend corrective action plans to improve quality scores.
• Participate in quality calibration sessions with Operations and Training teams.
• Prepare daily, weekly, and monthly quality reports and track agent performance.
• Ensure adherence to process guidelines, call scripts, customer service standards, and compliance requirements.

Skills

Quality analysis

MS Excel

Call auditing

Communication skills

Documentation skills

RCA (Root Cause Analysis)

Tools

QC tools

Job description

Role: Call Quality Analyst (Domestic Voice Process)

Salary: Up to 4.2 LPA (depends on last drawn)

Shift: Day Shifts

Working Days: 6 days a week, 1 rotational week off

Location: Sector 32, Gurugram

Roles and Responsibilities

• Monitor and evaluate customer interactions in a domestic voice/customer service process.
• Conduct call audits and assess quality parameters, communication skills, process adherence, and customer handling.
• Identify quality gaps, critical errors, and compliance deviations, and provide constructive feedback to agents.
• Conduct feedback sessions and coordinate with Team Leaders to improve agent performance.
• Perform root cause analysis and recommend corrective action plans to improve quality scores.
• Participate in quality calibration sessions with Operations and Training teams.
• Prepare daily, weekly, and monthly quality reports and track agent performance.
• Ensure adherence to process guidelines, call scripts, customer service standards, and compliance requirements.

Job Requirements

• Minimum 1-2 years of on-paper experience as a Quality Analyst in a BPO voice process.
• Experience in a domestic voice/customer service process preferred.
• Hands-on experience with at least 7 QC tools, platforms, or reporting tools is preferred.
• Strong knowledge of call auditing, quality scorecards, calibration, RCA, and feedback processes.
• Good understanding of quality metrics, critical errors, compliance, and customer experience parameters.
• Excellent listening, analytical, communication, and documentation skills.
• Proficiency in MS Excel and quality reporting.

Note: We are only looking for immediate joiners.