QUALITY ANALYST – VOICE ADVANCED | INTERNATIONAL CUSTOMER SERVICE

Location: Kolkata
Process: Advanced Inbound / Blended Voice Customer Care
Domain: Electricity & Gas Utilities
Shift: Rotational shifts, including night/graveyard shifts

Job Summary

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

The role will focus on call monitoring, quality evaluation, calibration, compliance, root-cause analysis, reporting and coaching support. The position will help improve resolution quality, customer experience, empathy, de-escalation, retention and billing-related interactions.

Key Responsibilities

• Monitor and evaluate advanced voice interactions against defined quality, compliance and customer-experience standards.
• Evaluate complex calls involving complaints, escalations, retention, de-escalation, difficult conversations and high-bill explanations.
• Validate the accuracy of account, billing, usage, payment and adjustment information communicated to customers.
• Identify critical 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 failures, repeat contacts, complaints, low-CSAT interactions and escalations.
• Prepare quality reports and dashboards covering quality scores, defect trends, agent performance and process gaps.
• Participate in internal, client and cross-site calibration sessions.
• Provide structured feedback and coaching support to associates and Team Leads.
• Track improvement of low-performing associates and evaluate coaching effectiveness.
• Identify training needs, knowledge gaps, SOP issues and process challenges and recommend corrective actions.
• Support quality audits, governance activities, client reviews and continuous-improvement initiatives.

Required Skills & Experience

• 2–8 years of experience in international voice customer service/quality operations.
• 1–2 years of hands-on experience as a Quality Analyst or Quality Monitoring professional preferred.
• Experience evaluating complex customer interactions, complaints, escalations, retention and billing-related queries.
• Excellent spoken and written English with strong documentation skills.
• Strong understanding of quality frameworks, evaluation forms, scoring parameters and calibration.
• Ability to identify critical/fatal errors, non-critical defects, customer-impact issues and compliance gaps.
• Strong analytical skills with experience in quality-score analysis, error trends, customer feedback and complaint drivers.
• Experience providing structured feedback and coaching support.
• Working knowledge of quality-monitoring tools, CRM/case-management systems, Excel and reporting tools.
• Understanding of customer verification, privacy, consent, mandatory disclosures and process compliance.
• Willingness to work rotational shifts, including night/graveyard shifts.

Preferred Skills

• Experience in Utilities – Electricity & Gas Customer Service.
• Knowledge of customer lifecycle, billing, metering, payments, collections, complaints and retention.
• Exposure to speech or interaction analytics.
• Bachelor's degree in any discipline preferred.
• Lean Six Sigma Yellow/Green Belt, COPC or equivalent quality certification is an advantage.

Important Note

Ex-TCS employees are not eligible to apply.

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