Quality Analyst – Voice

Gratitude Inc

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13 hours ago

4-10 Year(s)

₹ 60 - ₹ 75 Thousand p.m

Kolkata

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Job Description

Key Skills

CRM (Customer relationship Management) Customer Relations Documentation Quality Quality assurance Reporting Root cause analysis Trend Analysis Dashboards BPO Voice Process Quality Analyst ms excel International voice Process customer experience lead Call Quality Evaluation Good exposure in to escalation management Deep understanding of service excellence & complaint handling Performance Analysis

6 candidate(s) have already applied for this Job. Apply now

Hiring: Quality Analyst – Voice

Kolkata | Experience: 4–10 Years
Salary: Up to ₹9 LPA | Band: BPO 2/3

Join our Electricity & Gas Utilities Customer Service process and drive exceptional customer experience through quality!

What You’ll Do:
Monitor & evaluate international voice interactions
Assess quality, compliance, customer experience & resolution
Identify fatal/non-fatal errors and process gaps
Perform root-cause & trend analysis
Prepare quality reports, dashboards & evaluations
Conduct calibration sessions and provide actionable feedback
Support coaching, audits and continuous improvement

What We’re Looking For:
⭐ 3–6 years international voice experience
⭐ 1–2 years in Quality/Quality Monitoring preferred
⭐ Strong English, documentation & analytical skills
⭐ Experience with complaints, escalations, retention & billing queries
⭐ Knowledge of CRM, Excel & quality-monitoring tools
⭐ Utilities experience preferred

Rotational/Night/Graveyard shifts
Ex-TCS employees are not eligible.
PAN & DOB required for profile creation.

Apply & complete the questionnaire: https://myglit.com/lateral/cref/43e64a54b6

Role

Customer Service Analyst

Timings

Rotational Shifts (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.

Piyush Rathi

Recruiter - Gratitude Inc

NA, india

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