Job Description: Quality Analyst – Voice Advanced

Location: Kolkata
Experience: 2–8 Years
Band: BPO 2/3
Salary: Up to ₹9 LPA
Job Code: 434131
Process: Advanced Inbound / Blended Voice Customer Care
Shift: Rotational shifts, including night/graveyard shifts
Industry: Utilities – Electricity and Gas

Job Summary

We are looking for a skilled Quality Analyst – Voice Advanced to monitor, evaluate, and improve the quality of customer interactions for an international electricity and gas utilities process. The ideal candidate will have experience in voice quality monitoring, compliance assessment, root-cause analysis, calibration, reporting, and coaching support.

The role focuses on improving customer experience, resolution accuracy, empathy, de-escalation, retention conversations, and billing-related interactions while ensuring adherence to process standards and regulatory requirements.

Key Responsibilities

• Monitor and evaluate advanced voice interactions against quality standards, customer experience benchmarks, compliance requirements, and process guidelines.

• Assess complex customer interactions involving complaints, escalations, retention, de-escalation, and high-bill explanations.

• Validate the accuracy of billing, account, usage, payment, and adjustment information communicated to customers.

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

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

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

• Prepare quality reports and dashboards covering agent performance, quality scores, defect trends, and corrective actions.

• Participate in internal, client, and cross-site calibration sessions to maintain consistent evaluation standards.

• Provide structured feedback and support Team Leads with targeted coaching and performance improvement plans.

• Track associate performance and assess the effectiveness of coaching and remediation initiatives.

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

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

Required Skills and Qualifications

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

• Experience evaluating complex customer interactions, complaints, escalations, retention conversations, and billing-related queries.

• Excellent spoken and written English, with strong communication and documentation skills.

• Knowledge of quality frameworks, evaluation forms, scoring parameters, and calibration practices.

• Ability to identify fatal errors, non-critical defects, customer-impact issues, and compliance gaps.

• Strong analytical skills in quality-score analysis, error trends, customer feedback, repeat contacts, and complaint drivers.

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

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

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

• Willingness to work rotational shifts, including nights and graveyard shifts.

Preferred Qualifications

• Experience in electricity and gas utilities customer service.

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

• Exposure to speech analytics or interaction analytics tools.

• Bachelor's degree in any discipline preferred.

• Lean Six Sigma Yellow/Green Belt, COPC, or equivalent quality-framework certification is an advantage.

Employment Conditions

• Shift flexibility: Must be available for rotational and night/graveyard shifts.

• Former employees: Ex-TCS employees are not eligible to apply.

• Profile creation: PAN and date of birth (DOB) are required.