Quality Analyst

# Role: Quality Analyst – Voice Advance\_A\_Kolkata

Location: Kolkata 

Experience: 2–8 years 

Band: BPO 2/3 

Salary: Up to 9 LPA

 Job Code: 434131 Process: Advanced Inbound / Blended Voice Customer Care Shift: Rotational shifts, including night/graveyard shifts

## Job Summary

We are looking for an experienced Quality Analyst – Voice Advanced to monitor and improve the quality of customer interactions for an international electricity and gas utilities process.

The role will be responsible for call monitoring, quality evaluation, calibration, root-cause analysis, compliance assessment, reporting, and coaching support.

The position will focus on improving resolution quality, customer experience, empathy, de-escalation, retention conversations, and billing-related interactions.

## Key Responsibilities

- Monitor and evaluate advanced voice interactions against defined quality standards covering customer experience, resolution accuracy, process adherence, compliance, and documentation.

- Evaluate complex customer interactions involving complaints, escalations, difficult conversations, retention, de-escalation, and high-bill explanations.

- Validate the accuracy of account, billing, usage, payment, and adjustment information communicated to customers.

- Identify critical errors, compliance breaches, verification gaps, misinformation, unsupported commitments, and documentation gaps.

- Record evaluation findings with clear evidence, rationale, and actionable improvement recommendations.

- Conduct root-cause analysis of quality failures, repeat contacts, complaints, low-CSAT interactions, and escalations.

- Prepare quality reports and dashboards covering scores, error trends, key defects, agent performance, process gaps, and improvement actions.

- Participate in internal, client, and cross-site calibration sessions to ensure consistent quality standards.

- Provide structured and evidence-based feedback to associates and support Team Leads with targeted coaching plans.

- Track improvement of low-performing associates and assess the effectiveness of coaching and remediation actions.

- Identify training needs, knowledge gaps, SOP issues, and process challenges and recommend corrective actions.

- Support quality governance, audits, client reviews, and continuous-improvement initiatives.

## Required Skills & Experience

- 3–6 years of international voice customer-service experience, including 1–2 years in a dedicated Quality Analyst or Quality Monitoring role.

- Hands-on experience evaluating complex customer-service interactions, complaints, escalations, retention conversations, and billing-related queries.

- Strong spoken and written English with excellent documentation and communication skills.

- Strong understanding of quality frameworks, evaluation forms, scoring parameters, and calibration practices.

- Ability to identify and differentiate critical/fatal errors, non-critical defects, customer-impact issues, and compliance gaps.

- Strong analytical skills with experience in quality-score analysis, error trends, customer feedback, repeat contacts, and complaint drivers.

- Experience providing structured feedback and coaching support to frontline associates.

- Working knowledge of quality-monitoring tools, CRM/case-management systems, evaluation forms, Excel, and reporting tools.

- Understanding of customer verification, privacy, consent, mandatory disclosures, documentation, and process-compliance requirements.

- Willingness to work rotational and night/graveyard shifts as required.

## Preferred Qualifications

- Experience in Utilities – Electricity and Gas Customer Service.

- Knowledge of customer lifecycle, billing, metering, payments, collections, complaints, and retention processes.

- Exposure to speech or interaction analytics.

- Bachelor's degree in any discipline preferred.

- Lean Six Sigma Yellow/Green Belt, COPC, or equivalent quality-framework certification is an advantage.

## Additional Information

- Ex-TCS employees can't apply.

- PAN and DOB are required for profile creation.