Call Quality Analyst at Thinksys Software · Pune · 2 - 10 years · ₹2L - ₹5L / yr · Profitable · Posted 7 Nov 2023
Position: Call Quality Analyst
Monitoring Calls:
Listen to recorded or live calls between customer service representatives and customers.
Evaluate the call based on predefined quality metrics and guidelines.
Quality Assessment:
- Assess and score calls on various criteria, including but not limited to, professionalism, communication skills, adherence to scripts or protocols, problem-solving abilities, and compliance with company policies.
- Feedback and Coaching:
- Provide constructive feedback to call center agents on their performance, highlighting strengths and areas for improvement.
- Offer coaching and training to help agents enhance their skills and meet quality standards.
- Reporting and Documentation:
- Maintain detailed records and documentation of evaluations, scores, feedback, and coaching sessions.
- Generate regular reports on individual and team performance for management review.
- Root Cause Analysis:
- Identify recurring issues or trends in calls and collaborate with relevant departments (e.g., training, operations) to address and resolve
- Compliance and Policy Adherence:
- Ensure that agents adhere to company policies, legal requirements, and industry regulations during customer interactions.
- Process Improvement:
- Propose improvements to call center processes, scripts, training materials, or policies based on insights gained from call evaluations.
- Training and Development Support:
- Assist in the development and delivery of training materials and programs for call center agents.
- Conduct refresher training sessions on specific skills or areas identified for improvement.
- Quality Assurance Metrics:
- Collaborate with stakeholders to establish and refine key performance indicators (KPIs) for call quality.
- Monitor and analyze performance metrics to ensure they align with organizational goals.
- Stakeholder Communication:
- Communicate findings, trends, and improvement recommendations to call center management, supervisors, and relevant departments.
Qualifications:
- Minimum 2 years of experience as a Call Quality Analyst.
- Previous experience in a call center or customer service role is often preferred.
- Strong analytical skills and attention to detail.
- Excellent communication skills, both written and verbal.
- Proficiency in using call monitoring software and tools.
- Knowledge of industry-specific regulations and compliance standards (if applicable).
Shubham Vishwakarma
Full Stack Developer - Averlon
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Job Title: Quality Analyst (Customer Experience Team)
Location: Bangalore, Koramangala (walkin interview)
Job Type: Full-time
Reports To: Quality Lead
Experience: Minimum 2 to 3 years as a Quality
Analyst in a customer service environment
As a Quality Analyst, you will audit customer interactions across voice, chat and ticketing, email channels,
identify what is going wrong and why, and convert those findings into feedback and coaching that
measurably improves agent performance. The role carries end-to-end ownership of the quality cycle —
auditing against defined parameters, marking critical errors accurately, delivering structured feedback,
participating in calibration, identifying training needs and publishing quality reporting. You will work closely
with the Training team and with Operations, so findings translate into action on the floor rather than sitting
in a report.
Bachelor's degree or equivalent.
• Minimum 2 to 3 years of experience as a Quality Analyst in a customer service, customer support or
contact centre environment.
• Hands-on experience auditing interactions across at least one of voice, chat or ticketing, with exposure
to more than one channel preferred.
• Working knowledge of quality management or audit tools, and the ability to pick up a new platform
quickly.
• Sound understanding of quality parameters, critical error frameworks and audit governance.
• Practical experience of feedback mechanisms and coaching models, with a track record of feedback
that changed agent behaviour.Experience of participating in calibration and maintaining scoring consistency.
• Strong analytical skills and working Excel — pivot tables, lookups and comfort handling large audit data
sets.
• Excellent written and verbal communication, with the ability to write observations a third party can act
on without further explanation.
• Objectivity and the confidence to hold a position in a performance conversation, balanced with
empathy towards agents.
• Ability to manage multiple priorities and meet audit and reporting deadlines consistently.
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Full Stack Developer - Averlon