Quality Analyst

TP; Kolkata District; On-site; INR 300,000 - 600,000; Full time

Job summary

TP seeks a Quality Analyst to monitor the quality of inbound and outbound calls and other contact channels, ensuring adherence to standards. You will document issues for management review and support feedback and formal education processes for agents.

The role typically requires a university degree and about 1–2 years of practical experience. You may lead junior teammates and help set day-to-day objectives, driving continuous improvement in contact quality.

Qualifications

• 1–2 years of practical professional experience in quality/customer service.
• Proficient in evaluating calls and documenting issues.
• Independent with defined standards; capable of leading junior staff.

Responsibilities

• Monitor quality of inbound/outbound calls and other channels.
• Document quality issues for management review.
• Assist in feedback and formal education processes for agents.

Skills

Call quality assessment

Adherence to standards

Feedback delivery

Education

Professional/university degree

Job description

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

Positions on this level are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.