Call Quality Analyst

Nextus Global Services Pvt Ltd; Maharashtra; On-site; INR 300,000 - 500,000; Full time

Job summary

A leading BPO service provider located in Kalyan, Maharashtra is seeking a Call Quality Analyst. The role involves monitoring customer interactions, evaluating agent performance, ensuring compliance with service standards, and providing feedback to improve quality. Candidates should exhibit strong attention to detail and interpersonal skills. This is a full-time, on-site position.

Qualifications

• Strong attention to detail and accuracy.
• Excellent interpersonal and coaching skills.
• Analytical and problem-solving mindset.

Responsibilities

• Monitor inbound customer interactions across support centers.
• Evaluate agent performance against quality parameters.
• Ensure compliance with policies and service standards.
• Identify trends and areas of improvement through analysis.
• Prepare quality reports and performance summaries.
• Provide feedback and coaching to customer service representatives.
• Collaborate with team leads for skill development.
• Recognize high performers and identify training needs.

Skills

Attention to detail

Interpersonal skills

Analytical mindset

Job description

Nextus Global Services is a leading provider of B2B and B2C solutions in the BPO sector. We enhance operational efficiency through tailored services like data management and customer support for businesses. We deliver exceptional multichannel experiences that foster brand loyalty among consumers. This is a full‑time on‑site role for a Call Quality Analyst located in the Kalyan, Maharashtra Region.

Role Description

Monitor inbound customer interactions (calls) across international support centers.

Evaluate agent performance against predefined quality parameters and customer satisfaction benchmarks.

Ensure compliance with internal policies, brand guidelines, and international service standards.

Identify trends, recurring issues, and areas of improvement through call analysis and data interpretation.

Prepare detailed quality reports, dashboards, and performance summaries for management and operations teams.

Provide constructive feedback and coaching sessions to customer service representatives.

Collaborate with team leads and trainers to align feedback with skill development programs.

Recognize high‑performing agents and identify training opportunities for underperforming ones.

Qualifications

Strong attention to detail and accuracy.

Excellent interpersonal and coaching skills.

Analytical and problem‑solving mindset.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Quality Assurance

Industries

Outsourcing and Offshoring Consulting