Call Quality Analyst | Immediate Joiners only

Team Vertex Global Services; Gurugram District; On-site; INR 450,000 - 500,000; Full time

Job summary

Team Vertex Global Services in Gurugram is seeking a Call Quality Analyst (Domestic Voice Process) with 1+ year of QA experience in a BPO voice environment. The role involves monitoring interactions, auditing calls, and providing feedback to improve quality scores.

Salary ranges from 4.5 to 5 LPA, day shifts with rotational weeks off, and 6 working days per week. Immediate joiners are preferred, location Sector 32 and Sector 20, Gurugram.

Qualifications

• 1–2 years of QA experience in a BPO voice process.
• Experience in domestic voice/customer service.
• Hands-on with at least 7 QC tools, platforms, or reporting tools.
• Strong knowledge of call auditing, quality scorecards, calibration, RCA, and feedback processes.
• Good understanding of quality metrics, critical errors, compliance, and customer experience parameters.

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.
• Prepare daily, weekly, and monthly quality reports and track agent performance.

Skills

Call auditing

Quality scorecards

Root cause analysis

Feedback sessions

Tools

QC tools

Job description

Role: Call Quality Analyst (Domestic Voice Process)

Details:

Experience: Minimum 1 years of experience as a Quality Analyst in a BPO voice process

Salary: 4.5 to 5 LPA (depends on last drawn)

Shift: Day Shifts and Rotational (depends on process)

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

Location: Sector 32, Gurugram

Sector 20, 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.
• Prepare daily, weekly, and monthly quality reports and track agent performance.

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.

Note: We are only looking for immediate joiners.