Quality Analyst - International Voice

Gratitude India Pvt Ltd; Kolkata District, Pune District, Mumbai; On-site; INR 850,000 - 1,150,000; Full time

Job summary

Gratitude India Pvt Ltd in Kolkata seeks a Quality Analyst to monitor and improve the quality of international voice customer-care interactions for electricity and gas utilities.

You will evaluate calls, identify compliance defects, perform root cause analysis (RCA), and prepare reports to support coaching and ensure standards are consistently met.

The role requires 3–6 years of international voice experience and proficiency in Excel, CRM, and quality reporting tools.

Qualifications

• Graduate with 3–6 years of international voice experience, including 1–2 years as a Quality Analyst.
• Skilled in call monitoring, RCA, compliance, coaching, Excel, CRM and quality reporting tools.
• Willingness to work in a fast-paced, process-driven environment.

Responsibilities

• Monitor and improve the quality of international voice customer-care interactions.
• Evaluate calls and identify compliance defects.
• Perform root cause analysis (RCA) and prepare reports.
• Support coaching and ensure key standards are consistently met.

Skills

Call monitoring

RCA

Compliance

Coaching

Excel

CRM

Quality reporting tools

Education

Bachelor's degree

Job description

Monitor and improve quality of international voice customer-care interactions for electricity and gas utilities. Evaluate calls, identify compliance defect, perform RCA, prepare reports, support coaching and ensure key standards are consistently met.

Required Candidate profile

Graduate with 3-6 years of international voice experience, including 1-2 years as a Quality Analyst. Skilled in call monitoring, RCA, compliance, coaching, Excel, CRM and quality reporting tools used.