Quality Analyst – Voice Advanced

Location: Kolkata
Experience: 2–8 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Process: Advanced Inbound / Blended Voice Customer Care
Shift: Rotational, including Night/Graveyard Shifts

Job Summary

We are looking for an experienced Quality Analyst – Voice Advanced to monitor and improve customer interaction quality for an international electricity and gas utilities process. The role will focus on call monitoring, quality evaluation, calibration, RCA, compliance, reporting, coaching, and continuous improvement.

Key Responsibilities

• Monitor and evaluate voice interactions against defined quality standards.

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

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

• Conduct Root Cause Analysis (RCA) for quality failures, repeat contacts, complaints, and low-CSAT interactions.

• Prepare quality reports, dashboards, scorecards, and trend analysis.

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

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

• Track improvement plans for low-performing associates.

• Identify training, SOP, knowledge, and process gaps.

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

Required Skills & Experience

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

• Experience handling/evaluating complaints, escalations, retention, de-escalation, and billing-related interactions.

• Excellent spoken and written English.

• Strong knowledge of quality frameworks, scorecards, evaluation parameters, and calibration.

• Strong analytical and RCA skills.

• Experience with quality-monitoring tools, CRM/case-management systems, Excel, and reporting.

• Knowledge of customer verification, privacy, consent, compliance, and documentation requirements.

• Willingness to work rotational and night/graveyard shifts.

Preferred

• Experience in Electricity & Gas Utilities.

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

• Exposure to speech/interaction analytics.

• Bachelor’s degree in any discipline.

• Lean Six Sigma Yellow/Green Belt or COPC certification is an advantage.

Important Information

• Location: Kolkata

• Work Mode: Work from Office

• Rotational/Night shifts are mandatory.

• Ex-TCS employees are not eligible.

• PAN and DOB are required for profile creation.

Mandatory Questionnaire

Completing the questionnaire is mandatory to proceed with the recruitment process. Candidates who do not complete the form may not be considered for further rounds.

Questionnaire Link: https://myglit.com/lateral/cref/4fafc98e1b