Quality Analyst – Voice Advanced

Job Overview

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 ideal candidate should have strong international voice experience, quality monitoring expertise, analytical skills, and the ability to identify performance gaps and drive continuous improvement.

Key Responsibilities

• Monitor and evaluate customer interactions against quality standards, including customer experience, resolution accuracy, process adherence, compliance, and documentation.

• Evaluate complex interactions involving complaints, escalations, retention, de-escalation, and billing-related queries.

• Validate the accuracy of account, billing, usage, payment, and adjustment information shared with customers.

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

• Document evaluation findings with clear evidence, rationale, and actionable recommendations.

• Conduct root-cause analysis of quality failures, repeat contacts, complaints, low customer satisfaction, and escalations.

• Prepare quality reports and dashboards covering scores, error trends, agent performance, defects, and process gaps.

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

• Provide structured feedback and support Team Leads with targeted coaching plans.

• Track low-performing associates and evaluate the effectiveness of coaching and corrective actions.

• Identify training needs, knowledge gaps, SOP issues, and process challenges.

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

Required Qualifications

• 2–8 years of overall experience, with relevant international voice and quality experience.

• Typically 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 interactions, complaints, escalations, retention conversations, and billing-related queries.

• Strong spoken and written English communication skills.

• Knowledge of quality frameworks, evaluation forms, scoring parameters, and calibration practices.

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

• Strong analytical skills 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, Excel, and reporting tools.

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

• Willingness to work rotational shifts, including night/graveyard shifts.

Preferred Qualifications

• Experience in electricity and gas utilities customer service.

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

• Exposure to speech analytics or interaction analytics tools.

• Bachelor's degree in any discipline preferred.

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

Work Setup

• Location: Kolkata

• Experience: 2–8 years overall

• Band: BPO 2/3

• Process: Advanced Inbound / Blended Voice Customer Care

• Shift: Rotational, including night/graveyard shifts

• Salary: As per approved package and candidate experience

Eligibility

• Former TCS employees are not eligible to apply.

• PAN and DOB are mandatory for profile creation.