Quality Analyst – Voice Advanced

Location: Kolkata
Experience: 2–8 years
Process: Advanced Inbound / Blended Voice Customer Care
Shift: Rotational shifts, including night/graveyard shifts

Job Description

We are looking for an experienced Quality Analyst – Voice Advanced to monitor and improve the quality of customer interactions for an international electricity and gas utilities process.

The role involves monitoring calls, conducting quality evaluations and calibrations, identifying process and compliance gaps, performing root-cause analysis, preparing quality reports, and supporting coaching and continuous improvement initiatives.

Key Responsibilities

• Monitor and evaluate advanced voice interactions against quality, compliance, and process standards.

• Evaluate complex interactions involving complaints, escalations, retention, de-escalation, and billing queries.

• Validate account, billing, payment, usage, and adjustment information shared with customers.

• Identify critical errors, compliance breaches, verification gaps, misinformation, and documentation issues.

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

• Prepare quality reports, dashboards, error trends, and performance analysis.

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

• Provide structured feedback and coaching support to associates and Team Leads.

• Identify training needs, knowledge gaps, SOP issues, and process improvement opportunities.

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

Required Skills & Experience

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

• Strong experience in call monitoring, quality evaluation, calibration, and quality-score analysis.

• Experience handling complaints, escalations, retention conversations, and billing-related interactions.

• Excellent spoken and written English with strong documentation skills.

• Strong analytical and root-cause analysis skills.

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

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

• Willingness to work rotational and night/graveyard shifts.

Preferred

• Experience in electricity/gas utilities customer service.

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

• Exposure to speech/interaction analytics.

• Bachelor's degree preferred.

• Lean Six Sigma, COPC, or equivalent quality certification is an advantage.

Important: 

• Ex-TCS employees are not eligible. 
• PAN and DOB are required for profile creation.