Quality Analyst|International|29082025

TGBPL TP India - IBU; Kolkata District; On-site; INR 300,000 - 500,000; Full time

Job summary

TGBPL TP India - IBU is seeking a professional to monitor and evaluate call quality for adherence to standards. The role involves documenting performance measures and providing feedback for continual improvement.

The ideal candidate should hold a professional degree with 1-2 years of experience. Key skills include independent working and knowledge of quality monitoring practices.

Qualifications

• Professional degree and approximately 1-2 years of practical professional experience.
• Proficient in executing established standards.
• Ability to work independently and within set frameworks.
• Knowledge of quality monitoring and documentation practices.

Responsibilities

• Monitors and evaluates call quality for accuracy and adherence to quality standards.
• Documents quality issues and performance measures.
• Provides feedback and supports formal education of call participants.
• Develops own knowledge and shares best practices.
• Continuously improves day-to-day activities/processes.
• Might serve as a team leader of junior co-workers.

Skills

Quality monitoring

Feedback provision

Independent work

Documentation practices

Education

Professional/university degree

Job description

Job Description

Monitors and evaluates the quality of inbound and outbound telephone calls and other customer contact methods (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 require proficiency in executing established standards, working independently within set frameworks, and following set courses. Typically based on a professional/university degree and approximately 1-2 years of practical professional experience.

Responsibilities

• Monitors and evaluates call quality for accuracy and adherence to quality standards.
• Documents quality issues and performance measures.
• Provides feedback and supports formal education of call participants.
• Develops own knowledge, shares best practices, and develops relevant solutions.
• Continuously improves day‑to‑day activities/processes.
• Might serve as a formal team leader of junior co‑workers and set day‑to‑day operational objectives.

Qualifications

• Professional/university degree and approximately 1-2 years of practical professional experience.
• Proficient in executing established standards.
• Ability to work independently and within set frameworks.
• Knowledge of quality monitoring and documentation practices.

Teleperformance is an Equal Opportunity Employer.