Quality Analyst - Voice_A
Gratitude IncQuality Analyst - Voice_A
(Base Location for WFH)
(Base Location for WFH)
Job Description
Key Skills
4 candidate(s) have already applied for this Job. Apply now
Job title : Quality Analyst - Voice_A
Job Description :
We are looking for a Quality Analyst with experience in international voice customer service and quality monitoring. The role will focus on monitoring and evaluating voice interactions within an electricity and gas utilities process, ensuring compliance, customer experience, resolution quality, and process adherence.
The candidate will be responsible for call evaluations, root-cause analysis, quality reporting, actionable feedback, coaching support, calibration, and identifying process and training gaps to drive measurable improvements in quality performance.
Experience : 4–10 Years
Location : Kolkata, West Bengal
Required Skills :
Call Monitoring & Quality Evaluation
Quality Calibration & Compliance Assessment
Root Cause Analysis & Defect Identification
Coaching, Feedback & Performance Improvement
Quality Reporting, Dashboards & Trend Analysis
Key Responsibilities :
Monitor and evaluate voice interactions against quality, customer experience, resolution, and compliance standards.
Evaluate handling of complex queries, complaints, escalations, irate customers, de-escalation, empathy, retention, and billing-related concerns.
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.
Recommend corrective actions and support continuous improvement initiatives.
Support quality audits, governance reviews, and client reviews.
Maintain accurate documentation and quality records.
Qualifications :
Bachelor's degree in any discipline preferred.
3–6 years of international voice experience, with 1–2 years in a dedicated Quality Analyst or Quality Monitoring role preferred.
Experience evaluating customer interactions involving complex queries, complaints, escalations, retention, and billing concerns.
Strong spoken and written English communication skills.
Strong understanding of quality frameworks, evaluation forms, fatal/non-fatal errors, and compliance-related defects.
Experience analyzing quality scores, error trends, customer feedback, repeat contacts, and complaint drivers.
Working knowledge of quality-monitoring tools, CRM/case-management systems, Excel, and reporting tools.
Understanding of customer verification, privacy, consent, mandatory disclosures, documentation, and process compliance.
Utilities customer service experience, particularly electricity and gas, is preferred.
Knowledge of billing, metering, payments, collections, complaints, and retention processes is preferred.
Exposure to speech or interaction analytics is an advantage.
Lean Six Sigma, COPC, or equivalent quality-framework knowledge is preferred.
Strong coaching, feedback, analytical, and problem-solving skills.
Willingness to work rotational, night, or graveyard shifts as required.
Important Points :
Ex TCS Employees can't apply.
PAN and DOB are required for profile creation.
Role
Quality Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from Home
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
Get the Best Jobs
on your Fingertips
Similar Jobs
BPO Hiring| OTC- Asst Manager-Pricing @Chennai
Gratitude Inc7 - 10 Year(s)
₹ 90 - ₹ 1 Lacs p.m
Chennai, India
Accounts Payable Analyst – French Speaking
Gratitude Inc3 - 6 Year(s)
₹ 10 - ₹ 15 Thousand p.m
Chennai, India
1 - 10 Year(s)
₹ 50 - ₹ 75 Thousand p.m
Pune, India
Legal Operations Specialist – US Client Support
Gratitude Inc5 - 11 Year(s)
₹ 80 - ₹ 90 Thousand p.m
Bangalore, India
Customer Service representative -Mandarin Language
Gratitude Inc1 - 8 Year(s)
₹ 70 - ₹ 78 Thousand p.m
Bangalore, India
1 - 10 Year(s)
₹ 40 - ₹ 60 Thousand p.m
Mumbai, India
Customer Service representative -Mandarin Language
Gratitude Inc1 - 8 Year(s)
₹ 70 - ₹ 78 Thousand p.m
Bangalore, India
Procurement Operations – French Resource
Gratitude Inc2 - 5 Year(s)
Confidential
Hyderabad, India
Processing Analyst (Web Crawler)
Gratitude Inc2 - 8 Year(s)
Confidential
Thane, India
Team Member - Portuguese Language Expert
Gratitude Inc2 - 10 Year(s)
Confidential
Delhi, India