Quality Analyst

Team Vertex Global Services; Gurugram District; On-site; INR 405,000 - 495,000; Full time

Job summary

Team Vertex Global Services in Gurugram seeks a Call Quality Analyst (Domestic Voice Process). You will monitor customer interactions, conduct call audits, and drive improvements with targeted feedback to agents. A minimum of 1–2 years in a BPO QA role is required, with strong knowledge of quality metrics and RCA.

Experience with multiple QC tools and reporting is preferred. Immediate joiners are requested.

Qualifications

• Minimum 1-2 years of on-paper experience as a Quality Analyst in a BPO voice process.
• Experience in 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.

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

Quality analysis

Call evaluation

Feedback coordination

Quality metrics

Tools

QC tools

Job description

Role

Call Quality Analyst (Domestic Voice Process)

Experience

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

Salary

Up to 4.5 LPA (depends on last drawn)

Shift

Day Shifts

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.