Quality Anality- Voice

Location: Kolkata
Experience: 4–10 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Job Code:434126

Job Purpose

We are looking for a Quality Analyst – Voice to monitor, evaluate, and improve the quality of international voice customer-service interactions within an electricity and gas utilities process.

The role will focus on call monitoring, quality evaluation, compliance, customer experience, root-cause analysis, quality reporting, feedback, and coaching support to drive measurable improvements in service quality.

Key Responsibilities

• Monitor and evaluate voice interactions against defined quality, customer-experience, resolution, and compliance standards.

• Evaluate handling of complex customer queries, complaints, escalations, retention cases, and billing-related concerns.

• Assess agent performance on empathy, communication, de-escalation, accuracy, and customer handling.

• Validate information provided regarding customer accounts, billing, usage, payments, and adjustments.

• Identify fatal errors, non-fatal errors, compliance breaches, verification gaps, misinformation, and documentation gaps.

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

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

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

• Participate in internal, client, and cross-site quality calibration sessions.

• Provide structured and evidence-based feedback to associates and Team Leaders.

• Support coaching initiatives and track improvement of low-performing associates.

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

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

Required Experience

• 4–10 years of overall experience in customer service/BPO operations.

• 3–6 years of international voice experience preferred.

• Minimum 1–2 years of experience in Quality Analyst / Quality Monitoring roles.

• Experience handling complex customer queries, complaints, escalations, retention, and billing-related interactions.

• Strong spoken and written English.

• Strong documentation and communication skills.

• Experience with quality frameworks, evaluation forms, fatal/non-fatal errors, and compliance defects.

• Willingness to work rotational, night, or graveyard shifts as required.

Core Skills

• Call Monitoring & Quality Evaluation

• Quality Calibration

• Root Cause Analysis

• Defect Identification

• Compliance & Process Assessment

• Coaching & Feedback

• Quality Reporting & Dashboards

• Trend & Performance Analysis

• Customer Experience Management

• De-escalation & Complaint Handling

• CRM / Case Management

• MS Excel & Reporting

Contact Centre & Quality Metrics

Candidates should have knowledge of:

• Quality Score

• CSAT

• FCR

• AHT

• SLA / Service Level

• Repeat Contacts

• Complaint Trends

• Defect Rates

• Agent Performance

• Compliance Scores

Preferred Utilities Knowledge

Experience in electricity and gas customer service is preferred.

Knowledge of the following will be an advantage:

• Customer billing

• Metering

• Electricity/gas usage

• Payments

• Collections

• Billing adjustments

• Complaints

• Customer retention

• Customer vulnerability

• Customer verification

• Privacy and consent

• Regulatory compliance

• Meter-to-Cash processes

Systems & Tools

• CRM / Case Management Systems

• Quality Monitoring Tools

• Speech / Interaction Analytics

• MS Excel

• Reporting & Dashboard Tools

• Contact-Centre Platforms

Key Competencies

• Strong analytical and problem-solving skills

• Attention to detail

• Excellent communication

• Coaching and feedback skills

• Customer-centric approach

• Data-driven decision-making

• Documentation skills

• Stakeholder management

• Ability to identify process gaps

• Ability to work under SLA-driven environments

Education

Bachelor's degree in any discipline preferred. Equivalent qualifications may be considered based on hiring policy.

Preferred Certifications

• Lean Six Sigma Yellow Belt / Green Belt

• COPC or equivalent quality-framework awareness

• Customer Service Certification

• Complaint Handling Certification

Important Eligibility Information

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for profile creation.

• Candidates should have relevant experience in international voice operations and quality monitoring.

• Utilities-domain experience is preferred but not mandatory.