Walk-in | Quality Analyst

VCare; Zone 7 Ambattur; On-site; INR 300,000 - 420,000; Full time

Job summary

VCare in Tamil Nadu is seeking a detail-oriented Call Quality Analyst to monitor, audit and improve customer interactions across inbound and outbound calls. You will work with agents to ensure adherence to scripts, SOPs and data privacy standards, while tracking quality trends.

The role involves scoring calls, providing constructive feedback, conducting coaching sessions, and contributing to RCA and continuous improvement initiatives within the quality team.

Responsibilities

• Monitor inbound and outbound calls.
• Evaluate agent conversations with customers.
• Identify communication gaps and process deviations.
• Audit calls based on predefined quality parameters.
• Check whether agents follow the correct process and guidelines.
• Ensure compliance with company policies.
• Evaluate calls using a quality scorecard.
• Assign scores based on communication, process knowledge, accuracy, and customer handling.
• Identify critical errors and non-compliance.
• Provide constructive feedback to agents.
• Conduct one-to-one coaching sessions.
• Help agents improve their communication and call-handling skills.
• Identify reasons for low-quality scores.
• Analyze repeated mistakes and process gaps.
• Recommend corrective and preventive actions.
• Prepare daily, weekly, and monthly quality reports.
• Track agent-wise quality performance.
• Share quality trends with team leaders and managers.
• Ensure agents follow scripts and SOPs.
• Verify proper customer verification and authentication.
• Ensure data privacy and regulatory compliance.
• Participate in calibration sessions with operations and quality teams.
• Maintain consistency in call evaluation.
• Resolve differences in quality scoring.

Job description

1. Roles and Responsibilities of a Call Quality Analyst

1. Call Monitoring

• Monitor inbound and outbound calls.
• Evaluate agent conversations with customers.
• Identify communication gaps and process deviations.

2. Call Auditing

• Audit calls based on predefined quality parameters.
• Check whether agents follow the correct process and guidelines.
• Ensure compliance with company policies.

3. Quality Scoring

• Evaluate calls using a quality scorecard.
• Assign scores based on communication, process knowledge, accuracy, and customer handling.
• Identify critical errors and non-compliance.

4. Feedback and Coaching

• Provide constructive feedback to agents.
• Conduct one-to-one coaching sessions.
• Help agents improve their communication and call-handling skills.

5. Root Cause Analysis (RCA)

• Identify reasons for low-quality scores.
• Analyze repeated mistakes and process gaps.
• Recommend corrective and preventive actions.

6. Reporting and Documentation

• Prepare daily, weekly, and monthly quality reports.
• Track agent-wise quality performance.
• Share quality trends with team leaders and managers.

7. Process Compliance

• Ensure agents follow scripts and standard operating procedures (SOPs).
• Verify proper customer verification and authentication.
• Ensure data privacy and regulatory compliance.

8. Calibration

• Participate in calibration sessions with operations and quality teams.
• Maintain consistency in call evaluation.
• Resolve differences in quality scoring.