Quality Analyst
Gratitude IncQuality Analyst
Job Description
Key Skills
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Quality Anality- Voice
Location: Kolkata
Experience: 4–10 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Job Code:434126
Job Purpose
We are looking for a Quality Analyst – Voice to monitor, evaluate, and improve the quality of international voice customer-service interactions within an electricity and gas utilities process.
The role will focus on call monitoring, quality evaluation, compliance, customer experience, root-cause analysis, quality reporting, feedback, and coaching support to drive measurable improvements in service quality.
Key Responsibilities
Monitor and evaluate voice interactions against defined quality, customer-experience, resolution, and compliance standards.
Evaluate handling of complex customer queries, complaints, escalations, retention cases, and billing-related concerns.
Assess agent performance on empathy, communication, de-escalation, accuracy, and customer handling.
Validate information provided regarding customer accounts, billing, usage, payments, and adjustments.
Identify fatal errors, non-fatal errors, compliance breaches, verification gaps, misinformation, and documentation gaps.
Document evaluation findings with clear evidence, rationale, and actionable recommendations.
Conduct root-cause analysis of quality defects, repeat contacts, complaints, low CSAT, and escalations.
Prepare quality dashboards and reports covering quality scores, trends, defects, agent performance, and process gaps.
Participate in internal, client, and cross-site quality calibration sessions.
Provide structured and evidence-based feedback to associates and Team Leaders.
Support coaching initiatives and track improvement of low-performing associates.
Identify training needs, SOP gaps, knowledge gaps, and process issues.
Support quality audits, governance reviews, client reviews, and continuous-improvement initiatives.
Required Experience
4–10 years of overall experience in customer service/BPO operations.
3–6 years of international voice experience preferred.
Minimum 1–2 years of experience in Quality Analyst / Quality Monitoring roles.
Experience handling complex customer queries, complaints, escalations, retention, and billing-related interactions.
Strong spoken and written English.
Strong documentation and communication skills.
Experience with quality frameworks, evaluation forms, fatal/non-fatal errors, and compliance defects.
Willingness to work rotational, night, or graveyard shifts as required.
Core Skills
Call Monitoring & Quality Evaluation
Quality Calibration
Root Cause Analysis
Defect Identification
Compliance & Process Assessment
Coaching & Feedback
Quality Reporting & Dashboards
Trend & Performance Analysis
Customer Experience Management
De-escalation & Complaint Handling
CRM / Case Management
MS Excel & Reporting
Contact Centre & Quality Metrics
Candidates should have knowledge of:
Quality Score
CSAT
FCR
AHT
SLA / Service Level
Repeat Contacts
Complaint Trends
Defect Rates
Agent Performance
Compliance Scores
Preferred Utilities Knowledge
Experience in electricity and gas customer service is preferred.
Knowledge of the following will be an advantage:
Customer billing
Metering
Electricity/gas usage
Payments
Collections
Billing adjustments
Complaints
Customer retention
Customer vulnerability
Customer verification
Privacy and consent
Regulatory compliance
Meter-to-Cash processes
Systems & Tools
CRM / Case Management Systems
Quality Monitoring Tools
Speech / Interaction Analytics
MS Excel
Reporting & Dashboard Tools
Contact-Centre Platforms
Key Competencies
Strong analytical and problem-solving skills
Attention to detail
Excellent communication
Coaching and feedback skills
Customer-centric approach
Data-driven decision-making
Documentation skills
Stakeholder management
Ability to identify process gaps
Ability to work under SLA-driven environments
Education
Bachelor's degree in any discipline preferred. Equivalent qualifications may be considered based on hiring policy.
Preferred Certifications
Lean Six Sigma Yellow Belt / Green Belt
COPC or equivalent quality-framework awareness
Customer Service Certification
Complaint Handling Certification
Important Eligibility Information
Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for profile creation.
Candidates should have relevant experience in international voice operations and quality monitoring.
Utilities-domain experience is preferred but not mandatory.
Role
Operations Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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