Quality Analyst (Voice_A)

Location: Kolkata
Experience: 4–10 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Job Code: 434126
Industry: Utilities – Electricity & Gas
Process Type: International Voice Process
Work Mode: To be confirmed
Shift: Rotational / Night / Graveyard Shifts

Job Overview

We are looking for an experienced Quality Analyst to monitor, evaluate and improve the quality of voice-based customer service interactions for an international electricity and gas utilities process.

The candidate will be responsible for call monitoring, quality evaluations, compliance checks, root-cause analysis, quality reporting and providing constructive feedback to customer service associates to improve customer experience and operational performance.

Key Responsibilities

• Monitor and evaluate customer calls against defined quality and compliance standards.

• Assess handling of customer complaints, escalations, billing queries and retention-related concerns.

• Identify quality defects, compliance breaches, verification gaps and process deviations.

• Conduct root-cause analysis to identify recurring errors and customer complaints.

• Prepare quality reports, dashboards and performance analysis.

• Participate in internal and client calibration sessions.

• Provide constructive feedback and coaching support to customer service associates.

• Track agent performance and improvement after coaching sessions.

• Identify training requirements and recommend process improvements.

• Support quality audits, governance reviews and continuous improvement initiatives.

Required Skills

• Call Monitoring and Quality Evaluation

• Quality Assurance (QA)

• Quality Calibration

• Root Cause Analysis

• Defect Identification

• Compliance Monitoring

• Customer Experience Management

• Coaching and Feedback

• Quality Reporting and Dashboards

• Performance and Trend Analysis

• Complaint Handling and Escalation Management

• De-escalation Techniques

• CRM / Case Management

• MS Excel and Reporting Tools

• International Voice Process

Candidate Requirements

• Overall experience of 4–10 years.

• 3–6 years of international voice process experience.

• Minimum 1–2 years of dedicated Quality Analyst / Quality Monitoring experience.

• Excellent spoken and written English communication skills.

• Experience handling complex customer queries, complaints and escalations.

• Strong knowledge of quality frameworks, evaluation forms and compliance standards.

• Good analytical, documentation and reporting skills.

• Willingness to work rotational, night or graveyard shifts.

Preferred Skills

• Electricity and Gas Utilities Customer Service experience.

• Knowledge of billing, metering, payments and collections.

• Lean Six Sigma Yellow Belt / Green Belt.

• COPC or equivalent quality-framework knowledge.

• Exposure to speech and interaction analytics.

Education

Bachelor's degree in any discipline preferred. Equivalent qualifications may be considered as per company policy.

Important Hiring Information

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are mandatory for profile creation.

• Candidates must be comfortable working in rotational, night or graveyard shifts.

• Salary: Up to ₹9 LPA.