Quality Analyst – Voice_A
Gratitude IncQuality Analyst – Voice_A
Job Description
Key Skills
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Quality Analyst – Voice_A
Location: Kolkata
Experience: 4–10 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Job Purpose
We are looking for an experienced Quality Analyst – Voice to monitor, evaluate, and improve the quality of customer-care interactions within an electricity and gas utilities process. The role will focus on call monitoring, compliance, customer experience, root-cause analysis, quality reporting, feedback, and coaching support.
Key Requirements
3–6 years of international voice-process experience, including 1–2 years in a dedicated Quality Analyst / Quality Monitoring role.
Experience evaluating customer interactions involving complex queries, complaints, escalations, retention, and billing-related concerns.
Excellent spoken and written English with strong documentation and communication skills.
Strong understanding of quality frameworks, evaluation forms, fatal/non-fatal errors, and compliance defects.
Ability to analyze quality scores, error trends, customer feedback, repeat contacts, and complaint drivers to identify root causes.
Experience providing structured feedback and supporting coaching initiatives.
Working knowledge of quality-monitoring tools, CRM/case-management systems, MS Excel, and reporting tools.
Understanding of customer verification, privacy, consent, mandatory disclosures, documentation, and process compliance.
Willingness to work rotational, night, or graveyard shifts as required.
Key Responsibilities
Monitor and evaluate voice interactions against defined quality, customer-experience, resolution, and compliance standards.
Evaluate handling of complex queries, complaints, escalations, irate customers, de-escalation, empathy, retention, and high-bill explanations.
Validate the accuracy of information provided regarding accounts, billing, usage, payments, and adjustments.
Identify fatal errors, compliance breaches, verification gaps, misinformation, unsupported commitments, and documentation gaps.
Document evaluation findings with clear evidence, rationale, and actionable recommendations.
Conduct root-cause analysis of quality defects, repeat contacts, complaints, low customer satisfaction, and escalations.
Prepare quality dashboards and reports covering scores, trends, defects, agent performance, and process gaps.
Participate in internal, client, and cross-site calibration sessions.
Provide evidence-based feedback and coaching support to associates and team leaders.
Track improvement of low-performing associates and validate coaching effectiveness.
Identify training requirements, SOP/knowledge gaps, and process issues and recommend corrective actions.
Support quality audits, governance reviews, client reviews, and continuous-improvement initiatives.
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 Tools
Preferred Skills / Knowledge
Experience in utilities customer service, particularly electricity and gas.
Knowledge of billing, metering, payments, collections, complaints, and retention processes.
Exposure to speech or interaction analytics.
Lean Six Sigma, COPC, or equivalent quality-framework knowledge.
Education
Bachelor’s degree in any discipline preferred. Equivalent qualifications may be considered based on hiring policy.
Preferred Certifications
Lean Six Sigma Yellow/Green Belt
COPC or equivalent quality-framework awareness
Customer Service or Complaint Handling certification
Important Note
Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for profile creation.
Apply / Questionnaire
Please complete the questionnaire using the link below:
Questionnaire Link: https://myglit.com/lateral/cref/6f520c16ec
Role
QA Analyst
Timings
Day Shift (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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