Quality Analyst - Voice_A_Kolkata

Job Title: Quality Analyst - Voice_A

Location: Kolkata
Experience: 4–10 Years
Shift: Rotational / Night / Graveyard shifts as required

Job Purpose

The Quality Analyst will monitor and improve the quality of international voice customer-care interactions for an electricity and gas utilities process. The role will focus on call evaluations, compliance, customer experience, root-cause analysis, quality reporting, actionable feedback and coaching support.

Key Requirements

• 3–6 years of international voice customer service experience, with 1–2 years in a Quality Analyst / Quality Monitoring role preferred
• Experience handling or evaluating complex customer queries, complaints, escalations, retention and billing-related concerns
• Excellent spoken and written English with strong documentation and communication skills
• Strong knowledge of quality frameworks, evaluation forms, fatal/non-fatal errors and compliance defects
• Ability to analyze quality scores, error trends, customer feedback, repeat contacts and complaint drivers
• Experience providing structured feedback and supporting coaching initiatives
• Working knowledge of CRM/case-management systems, quality-monitoring tools, MS Excel and reporting tools
• Understanding of customer verification, privacy, consent, mandatory disclosures and process-compliance requirements
• Willingness to work rotational, night or graveyard shifts

Key Responsibilities

• Monitor and evaluate voice interactions against quality, customer experience, resolution and compliance standards
• Evaluate handling of complaints, escalations, irate customers, billing concerns, retention and de-escalation
• Validate information provided regarding accounts, billing, usage, payments and adjustments
• Identify fatal errors, compliance breaches, verification gaps, misinformation and documentation gaps
• Document evaluation findings with evidence, rationale and actionable recommendations
• Conduct root-cause analysis of quality defects, repeat contacts, complaints and escalations
• Prepare quality dashboards and reports covering scores, trends, defects, agent performance and process gaps
• Participate in internal, client and cross-site calibration sessions
• Provide evidence-based feedback and coaching support to associates and team leaders
• Track improvement of low-performing associates and validate coaching effectiveness
• Identify training requirements, SOP/knowledge gaps and process issues
• Support quality audits, governance reviews, client reviews and continuous-improvement initiatives

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 Tools

Preferred Knowledge

• Electricity and gas utilities customer service
• Billing, metering, payments, collections, complaints and retention processes
• Speech or interaction analytics
• Lean Six Sigma / COPC or equivalent quality frameworks

Education

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

Preferred Certifications

• Lean Six Sigma Yellow/Green Belt
• COPC or equivalent quality-framework awareness
• Customer Service or Complaint Handling certification

Important Note

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth are required for candidate profile creation.