Call Quality Analyst

Aarav Tech Services Llp; Kanpur; On-site; INR 250,000 - 420,000; Full time

Job summary

Aarav Tech Services Llp is seeking a Quality Analyst to monitor and audit international customer support and sales calls from Kanpur. The role focuses on evaluating calls, generating quality reports, and coaching agents to boost service standards.

The ideal candidate has 1-2 years of QA experience in an international BPO, strong English communication, and solid analytical and documentation skills, with proficiency in MS Excel and MS Office.

Qualifications

• 1-2 years of experience as a Quality Analyst in an International BPO.
• Strong understanding of call auditing and quality monitoring processes.
• Excellent verbal and written English communication skills.
• Good listening, analytical, and documentation skills.
• Proficiency in MS Excel and MS Office.
• Ability to work independently in a fast-paced environment.
• Attention to detail with a customer-focused mindset.

Responsibilities

• Monitor and audit international customer support and sales calls.
• Evaluate calls based on predefined quality parameters and compliance guidelines.
• Prepare daily, weekly, and monthly quality reports.
• Provide constructive feedback and coaching recommendations to agents.
• Identify performance gaps and suggest process improvements.
• Maintain quality scorecards and ensure accurate documentation.
• Work closely with Team Leaders and Operations to improve overall service quality.
• Ensure adherence to company policies, client requirements, and communication standards.
• Participate in calibration sessions and quality meetings.

Skills

Quality assurance

Call auditing

English fluency

Analytical skills

Documentation

Independent work

Attention to detail

Tools

MS Excel

MS Office

Job description

Role & responsibilities

• Monitor and audit international customer support and sales calls.
• Evaluate calls based on predefined quality parameters and compliance guidelines.
• Prepare daily, weekly, and monthly quality reports.
• Provide constructive feedback and coaching recommendations to agents.
• Identify performance gaps and suggest process improvements.
• Maintain quality scorecards and ensure accurate documentation.
• Work closely with Team Leaders and Operations to improve overall service quality.
• Ensure adherence to company policies, client requirements, and communication standards.
• Participate in calibration sessions and quality meetings.

Required Skills

• 1-2 years of experience as a Quality Analyst in an International BPO.
• Strong understanding of call auditing and quality monitoring processes.
• Excellent verbal and written English communication skills.
• Good listening, analytical, and documentation skills.
• Proficiency in MS Excel and MS Office.
• Ability to work independently in a fast-paced environment.
• Attention to detail with a customer-focused mindset.

Why Join Us?

• Professional work environment.
• Career growth opportunities.
• Performance-driven culture.