Job Description – Quality Analyst – Voice Advanced

Role: Quality Analyst – Voice Advanced

Location: Kolkata

Experience: 2–8 Year

Band: BPO 2/3

Salary: Up to ₹9 LPA

Job Code: 434131

Process: Advanced Inbound / Blended Voice Customer Care

Shift: Rotational shifts, including Night/Graveyard shifts

Job Summary

We are looking for an experienced Quality Analyst – Voice Advanced to monitor, evaluate, and improve the quality of customer interactions for an international Electricity & Gas Utilities process.

The role will focus on ensuring high standards of customer experience, resolution accuracy, process adherence, compliance, empathy, de-escalation, retention conversations, and billing-related interactions.

The Quality Analyst will be responsible for call monitoring, quality evaluations, calibration, root-cause analysis, reporting, compliance checks, and providing structured feedback and coaching support to frontline associates.

Key Responsibilities

Monitor and evaluate advanced voice interactions against defined quality parameters and business standards.

Evaluate customer interactions involving:

Complaints and escalations

Difficult and sensitive conversations

Retention and save conversations

De-escalation

High-bill explanations

Billing and account-related queries

Assess interactions for customer experience, resolution accuracy, process adherence, compliance, and documentation quality.

Validate the accuracy of information provided to customers regarding accounts, billing, usage, payments, adjustments, and related transactions.

Identify and report critical errors, compliance violations, verification gaps, misinformation, unsupported commitments, and documentation issues.

Complete quality evaluations with clear evidence, rationale, observations, and actionable recommendations.

Conduct Root Cause Analysis (RCA) for quality failures, repeat contacts, complaints, low-CSAT interactions, and escalations.

Prepare and maintain quality reports, dashboards, scorecards, and performance reports.

Track quality scores, error trends, recurring defects, agent performance, customer feedback, and process gaps.

Participate in internal, client, and cross-site calibration sessions to ensure consistent application of quality standards.

Provide structured, objective, and evidence-based feedback to associates.

Support Team Leads with targeted coaching and improvement plans.

Track performance of low-performing associates and evaluate the effectiveness of coaching and remediation actions.

Identify training needs, knowledge gaps, SOP issues, and process challenges and recommend corrective actions.

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

Maintain accurate quality documentation and ensure adherence to defined quality frameworks and evaluation guidelines.

Required Skills & Experience

3–6 years of international voice customer service experience, including 1–2 years of experience in a dedicated Quality Analyst / Quality Monitoring role.

Experience in evaluating complex customer-service interactions, complaints, escalations, retention conversations, and billing-related queries.

Excellent spoken and written English communication skills

Strong understanding of quality frameworks, evaluation forms, scoring parameters, quality monitoring, and calibration processes.

Ability to identify and differentiate:

Critical/Fatal Errors

Non-Critical Defects

Customer-Impact Issues

Compliance Gaps

Process Deviations

Strong analytical and problem-solving skills.

Experience analyzing quality scores, error trends, customer feedback, repeat contacts, complaints, and key defect drivers.

Ability to provide structured feedback and coaching support to frontline associates.

Working knowledge of quality monitoring tools, CRM/case-management systems, evaluation forms, MS Excel, and reporting tools.

Good understanding of customer verification, privacy, consent, mandatory disclosures, documentation, and process compliance.

Strong attention to detail and ability to identify subtle quality and compliance gaps.

Willingness to work in rotational shifts, including night/graveyard shifts.

Preferred Skills

Prior experience in Utilities – Electricity & Gas Customer Service is highly preferred.

Knowledge of the customer lifecycle, including:

Billing

Metering

Payments

Collections

Complaints

Retention

Account management

Exposure to Speech Analytics / Interaction Analytics tools.

Experience supporting client audits, quality governance, and calibration sessions.

Bachelor's degree in any discipline preferred

Lean Six Sigma Yellow/Green Belt, COPC, or equivalent quality-framework certification will be an advantage.

Ideal Candidate Profile

The ideal candidate should have strong experience in international voice customer service and quality monitoring, with excellent communication, analytical, and problem-solving abilities.

The candidate should be comfortable evaluating complex customer conversations, identifying critical quality and compliance issues, performing RCA, preparing quality reports, participating in calibration sessions, and supporting agent coaching and performance improvement.

Important Information

Ex-TCS employees are not eligible to apply.

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

Candidates must be willing to work from the Kolkata location.

Willingness to work in rotational and night/graveyard shifts is mandator