Quality Analyst

Nspira Management Services; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Nspira Management Services in Hyderabad is seeking a Call Quality Analyst to monitor call quality and deliver actionable insights aligned with key performance metrics across the Contact Center. The role involves designing monitoring formats, performing call monitoring, providing trend data to management, coordinating calibration sessions, and delivering detailed quality reports.

Candidates should have 2–3 years of call center experience, strong communication, and multilingual capabilities in

Qualifications

• 2–3 years call centre experience as quality agent.
• Bachelor degree a plus.
• Excellent verbal, written and interpersonal communication skills.
• Must be self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills and Time management Skills.
• Must be proficient with Microsoft Office (Word; basic Excel).
• Tamil; Kannada; English; Hindi; Telugu multilingual preferred (Tamil and Kannada must)

Responsibilities

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management team.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for staff.
• Provides feedback and coaching to relevant Stake holders.
• Prepares and analyses internal and external quality reports for management staff review.
• Perform other duties as assigned.

Skills

Call center exp

Communication skills

Interpersonal skills

Time management

Analytical skills

MS Office

Tamil

Kannada

English

Hindi

Telugu

Education

Bachelor's degree

Job description

Job description

Job Title : Call Quality Analyst

Department : Contact Center

Location : Hyderabad

About us

Nspira is a leading Education Management Services company which enables Narayana Group to operate 600+ branches seamlessly. A parent company of the Narayana Group is one of Asia's largest educational conglomerates where approximately 50,000+ teaching and non-teaching faculty provide world class education for more than 6,00,000+ students. Spread across 23 states in India, the Narayana family is home to a flourishing academia with 300+ schools, 300+ junior colleges and 8 professional colleges. We are also PE Funded and a professionally run organization.

Log on to www.narayanagroup.com & www.nspira.in for additional info!

Roles & Responsibilities

Candidate will be responsible for monitoring of Call quality and sharing Actionable insights which will be aligned to Key performance metrics.

• Participates in design of call monitoring formats and quality standards.
• Performs call monitoring and provides trend data to management team.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for staff.
• Provides feedback and coaching to relevant Stake holders.
• Prepares and analyses internal and external quality reports for management staff review.
• Perform other duties as assigned.

KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED

• 2-3 years Call Centre Experience as Quality agent.
• Bachelor Degree a plus
• Excellent verbal, written and interpersonal communication skills;
• Must be self-motivator and self-starter;
• Focus on quality and customer service;
• Exceptional listening and analytical skills and Time management Skills;
• Must be proficient with Microsoft Office (intermediate Word, basic Excel);
• Tamil, Kannada, English, Hindi, Telugu Multi Language preferred (Tamil and Kannada must)