Quality Analyst

Paisabazaar; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Paisabazaar in India is seeking a Call Quality Analyst to monitor, evaluate, and score live and recorded customer interactions weekly, auditing agent performance against a standardized quality scorecard for accuracy, compliance, and soft skills. The role emphasizes objective feedback and coaching to agents and team leaders.

You will participate in calibration sessions to ensure uniform grading across QA and management, identify performance gaps through root-cause analysis, and generate daily,

Qualifications

• 2+ years of experience in a contact center or customer support environment.
• 1+ years in quality assurance, compliance monitoring, or coaching is a plus.
• Bachelors degree preferred; high school diploma or equivalent required.
• Strong analytical skills with the ability to manage data in Excel or Google Sheets.

Responsibilities

• Monitor, evaluate, and score a designated number of live and recorded customer interactions weekly.
• Audit agent performance against a standardized quality scorecard, focusing on accuracy, compliance, and soft skills.
• Provide objective, detailed feedback and coaching to customer service agents and team leaders.
• Participate in regular calibration sessions to ensure uniform grading across the QA and management teams.
• Identify performance gaps, compliance risks, and operational bottlenecks through root-cause analysis.
• Generate daily, weekly, and monthly reports highlighting team quality scores, trends, and areas for improvement.
• Collaborate with the training and operations teams to update scripts, knowledge bases, and onboarding materials.

Skills

Analytical skills

Attention to detail

Communication

Problem-solving

Objectivity

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Excel / Google Sheets

Job description

Job Title: Call Quality Analyst

Core Responsibilities

• Monitor, evaluate, and score a designated number of live and recorded customer interactions weekly.
• Audit agent performance against a standardized quality scorecard, focusing on accuracy, compliance, and soft skills.
• Provide objective, detailed feedback and coaching to customer service agents and team leaders.
• Participate in regular calibration sessions to ensure uniform grading across the QA and management teams.
• Identify performance gaps, compliance risks, and operational bottlenecks through root-cause analysis.
• Generate daily, weekly, and monthly reports highlighting team quality scores, trends, and areas for improvement.
• Collaborate with the training and operations teams to update scripts, knowledge bases, and onboarding materials.

Qualifications & Experience

• High school diploma or equivalent; Bachelors degree in Communications, Business, or a related field is preferred.
• 2+ years of experience in a contact center or customer support environment.
• 1+ years of direct experience in quality assurance, compliance monitoring, or agent coaching is a strong plus.
• Strong analytical skills with the ability to manage data in Excel or Google Sheets.

Key Competencies

• Attention to Detail: Ability to spot minor errors in compliance, process execution, or soft skills.
• Communication: Strong written and verbal communication skills to deliver tactful, actionable feedback.
• Problem-Solving: Capability to identify recurring customer friction points and recommend systemic fixes.
• Objectivity: Ability to grade evaluations strictly based on criteria, free from personal bias.