Gratitude Inc logo
GRATITUDE INC
APAC · AFRICA · U.S.A

Quality Analyst – Voice

113 Views 1 week ago
Experience 4–10 Year(s)
₹
Salary ₹ 60 – 75 Thousand p.m
Location Kolkata
20 candidate(s) already applied

Job Description

Hiring: Quality Analyst – Voice 

Kolkata | Experience: 4–10 Years
Salary: Up to ₹9 LPA | Band: BPO 2/3

Join our Electricity & Gas Utilities Customer Service process and drive exceptional customer experience through quality!

What You’ll Do:
Monitor & evaluate international voice interactions
Assess quality, compliance, customer experience & resolution
Identify fatal/non-fatal errors and process gaps
Perform root-cause & trend analysis
Prepare quality reports, dashboards & evaluations
Conduct calibration sessions and provide actionable feedback
Support coaching, audits and continuous improvement

What We’re Looking For:
⭐ 3–6 years international voice experience
⭐ 1–2 years in Quality/Quality Monitoring preferred
⭐ Strong English, documentation & analytical skills
⭐ Experience with complaints, escalations, retention & billing queries
⭐ Knowledge of CRM, Excel & quality-monitoring tools
⭐ Utilities experience preferred

Rotational/Night/Graveyard shifts
Ex-TCS employees are not eligible.
PAN & DOB required for profile creation.

Apply & complete the questionnaire: https://myglit.com/lateral/cref/43e64a54b6

Key Skills

18 Skills
CRM (Customer relationship Management) Customer Relations Documentation Quality Quality assurance Reporting Root cause analysis Trend Analysis Dashboards BPO Voice Process Quality Analyst ms excel International voice Process customer experience lead Call Quality Evaluation Good exposure in to escalation management Deep understanding of service excellence & complaint handling Performance Analysis

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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