Job title : Quality Analyst - Voice_A

Job Description :

We are looking for a Quality Analyst with experience in international voice customer service and quality monitoring. The role will focus on monitoring and evaluating voice interactions within an electricity and gas utilities process, ensuring compliance, customer experience, resolution quality, and process adherence.

The candidate will be responsible for call evaluations, root-cause analysis, quality reporting, actionable feedback, coaching support, calibration, and identifying process and training gaps to drive measurable improvements in quality performance.

Experience : 4–10 Years

Location : Kolkata, West Bengal

Required Skills : 

1. Call Monitoring & Quality Evaluation

2. Quality Calibration & Compliance Assessment

3. Root Cause Analysis & Defect Identification

4. Coaching, Feedback & Performance Improvement

5. Quality Reporting, Dashboards & Trend Analysis

Key Responsibilities : 

• Monitor and evaluate voice interactions against quality, customer experience, resolution, and compliance standards.

• Evaluate handling of complex queries, complaints, escalations, irate customers, de-escalation, empathy, retention, and billing-related concerns.

• Validate the accuracy of information provided regarding accounts, billing, usage, payments, and adjustments.

• Identify fatal errors, compliance breaches, verification gaps, misinformation, unsupported commitments, and documentation gaps.

• Document evaluation findings with clear evidence, rationale, and actionable recommendations.

• Conduct root-cause analysis of quality defects, repeat contacts, complaints, low customer satisfaction, and escalations.

• Prepare quality dashboards and reports covering scores, trends, defects, agent performance, and process gaps.

• Participate in internal, client, and cross-site calibration sessions.

• Provide evidence-based feedback and coaching support to associates and team leaders.

• Track improvement of low-performing associates and validate coaching effectiveness.

• Identify training requirements, SOP/knowledge gaps, and process issues.

• Recommend corrective actions and support continuous improvement initiatives.

• Support quality audits, governance reviews, and client reviews.

• Maintain accurate documentation and quality records.

Qualifications : 

• Bachelor's degree in any discipline preferred.

• 3–6 years of international voice experience, with 1–2 years in a dedicated Quality Analyst or Quality Monitoring role preferred.

• Experience evaluating customer interactions involving complex queries, complaints, escalations, retention, and billing concerns.

• Strong spoken and written English communication skills.

• Strong understanding of quality frameworks, evaluation forms, fatal/non-fatal errors, and compliance-related defects.

• Experience analyzing quality scores, error trends, customer feedback, repeat contacts, and complaint drivers.

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

• Understanding of customer verification, privacy, consent, mandatory disclosures, documentation, and process compliance.

• Utilities customer service experience, particularly electricity and gas, is preferred.

• Knowledge of billing, metering, payments, collections, complaints, and retention processes is preferred.

• Exposure to speech or interaction analytics is an advantage.

• Lean Six Sigma, COPC, or equivalent quality-framework knowledge is preferred.

• Strong coaching, feedback, analytical, and problem-solving skills.

• Willingness to work rotational, night, or graveyard shifts as required.

Important Points : 

• Ex TCS Employees can't apply.

• PAN and DOB are required for profile creation.