Call Quality Analyst

Casagrand; Pune District, Chennai District, Coimbatore District; On-site; INR 400,000 - 700,000; Full time

Job summary

Casagrand in Pune seeks a Call Quality Analyst to review and improve customer service interactions. You will audit calls, monitor for compliance, and gather actionable insights by analyzing trends and performance data.

The role requires 2–4 years in call quality or a similar role, strong BPO knowledge, and excellent communication. You will collaborate across teams to raise standards and drive efficiency.

Qualifications

• 2–4 years of experience in call quality or similar role.
• Strong understanding of BPO practices and regulations.
• Excellent written and verbal communication.

Responsibilities

• Conduct call audits to identify areas for improvement in customer service quality.
• Monitor calls to ensure compliance with company standards and policies.
• Provide feedback to agents on their performance, highlighting strengths and weaknesses.
• Perform Pareto analysis to analyze data and identify trends in call quality metrics.
• Participate in call calibration sessions to align team members' expectations.

Skills

Communication skills

Independent work

Analytical thinking

BPO knowledge

Job description

Roles and Responsibilities

• Conduct call audits to identify areas of improvement in customer service quality.
• Monitor calls to ensure compliance with company standards and policies.
• Provide feedback to agents on their performance, highlighting strengths and weaknesses.
• Perform Pareto analysis to analyze data and identify trends in call quality metrics.
• Participate in call calibration sessions to align team members' expectations.

Desired Candidate Profile

• 2-4 years of experience as a Call Quality Analyst or similar role.
• Strong understanding of BPO industry practices and regulations.
• Excellent communication skills for effective collaboration with teams.
• Ability to work independently with minimal supervision.