Quality Analyst – Advanced International Voice Process

Location: Kolkata
Experience: 2–8 Years
Process: Advanced Inbound / Blended Voice Customer Care
Shift: Rotational Shifts, Including Night / Graveyard Shifts

About the Role

We are hiring an experienced Quality Analyst to monitor and improve customer interaction quality for an international electricity and gas utilities customer service process.

The role involves call monitoring, quality evaluation, compliance assessment, calibration, root-cause analysis, reporting and coaching support.

Top 5 Key Responsibilities

1. Monitor and evaluate international voice interactions, including complex complaints, escalations, billing queries, retention and de-escalation conversations.

2. Identify critical errors, compliance breaches, customer verification gaps, misinformation and documentation discrepancies.

3. Conduct root-cause analysis of quality failures, repeat contacts, low CSAT, complaints and customer escalations.

4. Prepare quality reports and dashboards, participate in calibration sessions and provide structured feedback to associates and Team Leaders.

5. Drive quality improvement initiatives, track coaching effectiveness and ensure adherence to defined quality standards, SOPs and compliance requirements.

Mandatory Skills & Requirements

• 3–6 years of International Voice Customer Service experience, including 1–2 years in a dedicated Quality Analyst / Quality Monitoring role.

• Hands-on experience in call monitoring, quality evaluation and calibration.

• Strong understanding of quality scoring parameters, critical/fatal errors and compliance standards.

• Experience evaluating complex customer interactions, complaints, escalations and billing-related queries.

• Knowledge of CSAT, repeat contacts, error trends and root-cause analysis.

• Experience providing feedback and coaching support to frontline associates.

• Working knowledge of CRM, quality monitoring tools, Excel and reporting platforms.

• Excellent spoken and written English.

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

Preferred Skills

• Electricity and gas utilities customer service experience.

• Knowledge of billing, metering, payments, collections, complaints and customer retention.

• Exposure to speech analytics or interaction analytics.

• Lean Six Sigma Yellow/Green Belt, COPC or equivalent quality certification.

• Bachelor's degree in any discipline preferred.

Important Eligibility Criteria

• Former TCS employees are not eligible.

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

Candidates with relevant International Voice Quality Assurance experience are encouraged to apply with their updated resumes.