Call Quality Analyst

Role & responsibilities

• Monitor and audit international customer support and sales calls.
• Evaluate calls based on predefined quality parameters and compliance guidelines.
• Prepare daily, weekly, and monthly quality reports.
• Provide constructive feedback and coaching recommendations to agents.
• Identify performance gaps and suggest process improvements.
• Maintain quality scorecards and ensure accurate documentation.
• Work closely with Team Leaders and Operations to improve overall service quality.
• Ensure adherence to company policies, client requirements, and communication standards.
• Participate in calibration sessions and quality meetings.

Required Skills

• 1-2 years of experience as a Quality Analyst in an International BPO.
• Strong understanding of call auditing and quality monitoring processes.
• Excellent verbal and written English communication skills.
• Good listening, analytical, and documentation skills.
• Proficiency in MS Excel and MS Office.
• Ability to work independently in a fast-paced environment.
• Attention to detail with a customer-focused mindset.

Why Join Us?

• Professional work environment.
• Career growth opportunities.
• Performance-driven culture.