Quality Analyst - Voice_A

Location: Kolkata
Experience: 4–10 Years

Job Purpose

Monitor, evaluate, and improve the quality of voice customer-care interactions within an electricity and gas utilities process. The role will focus on call evaluations, compliance, customer experience, root-cause analysis, quality reporting, actionable feedback, and coaching support to drive measurable improvements.

Key Requirements

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

• Experience handling complex customer queries, complaints, escalations, retention, and billing-related concerns.

• Strong spoken and written English with excellent documentation and communication skills.

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

• Ability to analyze quality scores, error trends, customer feedback, repeat contacts, and complaint drivers.

• Experience providing structured feedback and coaching support to frontline associates and team leaders.

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

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

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

Key Responsibilities

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

• Evaluate handling of complex queries, complaints, escalations, irate customers, de-escalation, empathy, retention, and high-bill explanations.

• 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 and recommend corrective actions.

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

Core Skills

• Call Monitoring & Quality Evaluation

• Quality Calibration

• Root Cause Analysis

• Defect Identification

• Compliance & Process Assessment

• Coaching & Feedback

• Quality Reporting & Dashboards

• Trend & Performance Analysis

• Customer Experience Management

• De-escalation & Complaint Handling

• CRM / Case Management

• MS Excel & Reporting Tools

Preferred Skills / Knowledge

• Utilities customer service experience, particularly electricity and gas.

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

• Exposure to speech or interaction analytics.

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

Education

Bachelor's degree in any discipline preferred. Equivalent qualifications may be considered based on hiring policy.

Preferred Certifications

• Lean Six Sigma Yellow/Green Belt

• COPC or equivalent quality-framework awareness

• Customer Service or Complaint Handling certification

Important Note

• Ex-TCS employees are not eligible to apply.
• PAN and Date of Birth (DOB) are required for profile creation.