Quality Analyst - Voice_A_Kolkata

Gratitude Inc

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19 hours ago

Quality Analyst - Voice_A_Kolkata

4-10 Year(s)

Kolkata

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Job Description

Key Skills

Coaching CRM (Customer relationship Management) Customer Service Quality assurance Quality Management System Reporting Root cause analysis Quality Analyst Process Improvement ms excel compliance skills Customer experience management Performance Analysis

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Quality Analyst - Voice_A

Location: Kolkata
Experience: 4–10 Years

Job Purpose

Monitor, evaluate, and improve the quality of voice customer-care interactions within an electricity and gas utilities process. The role will focus on call evaluations, compliance, customer experience, root-cause analysis, quality reporting, actionable feedback, and coaching support to drive measurable improvements.

Key Requirements

3–6 years of international voice experience, including 1–2 years in a dedicated Quality Analyst or Quality Monitoring role.
Experience handling complex customer queries, complaints, escalations, retention, and billing-related concerns.
Strong spoken and written English with excellent 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.
Experience providing structured feedback and coaching support to frontline associates and team leaders.
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 requirements.
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

Utilities customer service experience, 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.

Role

Customer Service Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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