Quality Analyst - Voice_Account | Job Code: 434126

Quality Analyst - Voice_A | Job Code: 434126*

 Location: Kolkata*

*Band: BPO 2/3 | Experience: 4-10 Years*

*Salary: Up to 9 LPA*

*Job Purpose:*

Monitor, evaluate and improve quality of voice interactions for an international Electricity & Gas Utilities process. Drive quality improvements through evaluations, compliance checks, root cause analysis and coaching support.

*Key Responsibilities:*

- Monitor and evaluate voice calls against Quality, CX, Resolution & Compliance standards

- Evaluate complex queries - complaints, escalations, retention, billing explanations, irate customers

- Identify fatal / non-fatal errors, compliance breaches, verification gaps & documentation issues

- Document evaluation findings with clear evidence and actionable recommendations

- Conduct Root Cause Analysis of quality defects, repeat contacts & CSAT drivers

- Prepare quality dashboards, reports, trend analysis & agent performance reports

- Participate in internal, client & cross-site calibration sessions

- Provide structured, evidence-based feedback and coaching support to associates & Team Leaders

- Track improvement plans for low performers and validate coaching effectiveness

- Identify training needs, SOP gaps, and process improvement opportunities

- Support quality audits, governance and client reviews

*Key Requirements:*

- *3-6 Years* International Voice experience with *1-2 Years as Quality Analyst* (Mandatory)

- Strong experience evaluating complaints, escalations, retention & billing queries

- Excellent spoken & written English with strong documentation skills

- Strong knowledge of Quality Frameworks, Evaluation Forms, Fatal / Non-Fatal defects

- Experience in quality reporting, dashboards, trend analysis

- Hands-on with Quality Monitoring Tools, CRM, MS Excel & Reporting

- Understanding of verification, privacy, consent & disclosure compliance

- *Willing to work Rotational / Night / Graveyard shifts*

*Core Skills:*

Quality Monitoring | Call Auditing | Calibration | RCA | Compliance | Customer Experience | Coaching & Feedback | Quality Reporting | CRM | Excel

*Preferred:*

- Utilities - Electricity & Gas domain experience

- Knowledge of billing, metering, payments, collections, retention

- Exposure to Speech Analytics

- Lean Six Sigma Yellow/Green Belt, COPC Certification

*Education:* Bachelor's Degree Preferred (Any Discipline)

*Location:* Kolkata (Work from Office)

*Apply with Job Code: 434126*

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