Quality Analyst – Voice Advanced
Gratitude IncQuality Analyst – Voice Advanced
Job Description
Key Skills
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Quality Analyst – Voice Advanced
Location: Kolkata
Experience: 2–8 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Process: Advanced Inbound / Blended Voice Customer Care
Shift: Rotational, including Night/Graveyard Shifts
Job Summary
We are looking for an experienced Quality Analyst – Voice Advanced to monitor and improve customer interaction quality for an international electricity and gas utilities process. The role will focus on call monitoring, quality evaluation, calibration, RCA, compliance, reporting, coaching, and continuous improvement.
Key Responsibilities
Monitor and evaluate voice interactions against defined quality standards.
Evaluate complex calls involving complaints, escalations, retention, de-escalation, and billing queries.
Identify critical errors, compliance gaps, misinformation, verification issues, and documentation gaps.
Conduct Root Cause Analysis (RCA) for quality failures, repeat contacts, complaints, and low-CSAT interactions.
Prepare quality reports, dashboards, scorecards, and trend analysis.
Participate in internal, client, and cross-site calibration sessions.
Provide structured feedback and coaching support to associates and Team Leads.
Track improvement plans for low-performing associates.
Identify training, SOP, knowledge, and process gaps.
Support audits, governance reviews, client reviews, and continuous-improvement initiatives.
Required Skills & Experience
3–6 years of international voice customer-service experience, including 1–2 years in Quality/Quality Monitoring.
Experience handling/evaluating complaints, escalations, retention, de-escalation, and billing-related interactions.
Excellent spoken and written English.
Strong knowledge of quality frameworks, scorecards, evaluation parameters, and calibration.
Strong analytical and RCA skills.
Experience with quality-monitoring tools, CRM/case-management systems, Excel, and reporting.
Knowledge of customer verification, privacy, consent, compliance, and documentation requirements.
Willingness to work rotational and night/graveyard shifts.
Preferred
Experience in Electricity & Gas Utilities.
Knowledge of billing, metering, payments, collections, complaints, and retention.
Exposure to speech/interaction analytics.
Bachelor’s degree in any discipline.
Lean Six Sigma Yellow/Green Belt or COPC certification is an advantage.
Important Information
Location: Kolkata
Work Mode: Work from Office
Rotational/Night shifts are mandatory.
Ex-TCS employees are not eligible.
PAN and DOB are required for profile creation.
Mandatory Questionnaire
Completing the questionnaire is mandatory to proceed with the recruitment process. Candidates who do not complete the form may not be considered for further rounds.
Questionnaire Link: https://myglit.com/lateral/cref/4fafc98e1b
Role
QA 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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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