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GRATITUDE INC
APAC · AFRICA · U.S.A

Quality Analyst – Voice Advanced

82 Views 1 week ago
Experience 2–8 Year(s)
₹
Salary ₹ 50 – 75 Thousand p.m
Location Kolkata
24 candidate(s) already applied

Job Description

Hiring: Quality Analyst – Voice Advanced 

Location: Kolkata | 100% WFO
Experience: 2–8 Years | Band: BPO 2/3
Salary: Up to ₹9 LPA
Process: Advanced Inbound / Blended Voice Customer Care
Rotational shifts incl. night/graveyard

What we’re looking for:
• 1–2 yrs QA/Quality Monitoring experience preferred
• International voice customer service experience
• Call monitoring, quality evaluation & calibration
• RCA, compliance & critical error identification
• Handling complaints, escalations, retention & de-escalation
• Billing/payment/usage interaction knowledge
• Quality reports, dashboards & Excel
• Agent feedback & coaching support
• Excellent English communication & documentation
• Utilities (Electricity/Gas) experience is a plus

Ex-TCS employees not eligible
PAN & DOB required for profile creation.

Interested? Apply now:
https://myglit.com/lateral/cref/82b10797ce

Key Skills

16 Skills
CRM (Customer relationship Management) Customer Service Root cause analysis Advance Excel BPO Voice Process Quality Analyst Process Improvement International voice Process Compliances customer experience lead Quality Monitoring Call Quality Evaluation Strong English Communication Skills Good exposure in to escalation management Deep understanding of service excellence & complaint handling Dashboard Reporting

Role Specifications

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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About Company

Gratitude Inc
Employer

Gratitude Inc is a global company with presence across APAC, Africa, and USA. We are known for our people, innovation and customer focused approach.

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