About the role

We are hiring a Quality Analyst – Voice (Advanced) in Kolkata to monitor and improve the quality of customer interactions on an international electricity and gas utilities process (advanced inbound and blended voice). You will handle call monitoring, quality evaluation, calibration, root-cause analysis, compliance checks, reporting and coaching support. Your focus will be better resolution quality, customer experience, empathy, de-escalation, retention conversations and billing-related calls. The role involves rotational shifts, including nights, with a salary of up to ₹9 LPA.

Key responsibilities

Monitoring and evaluation

• Monitor and evaluate advanced voice interactions against quality standards covering customer experience, resolution accuracy, process adherence, compliance and documentation
  
• Evaluate complex interactions involving complaints, escalations, difficult conversations, retention, de-escalation and high-bill explanations
  
• Validate the accuracy of account, billing, usage, payment and adjustment information given to customers
  
• Identify critical errors, compliance breaches, verification gaps, misinformation, unsupported commitments and documentation gaps
  
• Record findings with clear evidence, rationale and actionable recommendations
  

Analysis and reporting

• Run root-cause analysis on quality failures, repeat contacts, complaints, low-CSAT interactions and escalations
  
• Build quality reports and dashboards covering scores, error trends, key defects, agent performance, process gaps and improvement actions
  

Calibration, coaching and governance

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• Join internal, client and cross-site calibration sessions to keep standards consistent
  
• Give structured, evidence-based feedback and support Team Leads with targeted coaching plans
  
• Track low performers and measure how well coaching and remediation work
  
• Identify training needs, knowledge gaps and SOP issues, and recommend fixes
  
• Support quality governance, audits, client reviews and continuous improvement
  

Required skills and experience

• 3 to 6 years of international voice customer-service experience, including 1 to 2 years in a dedicated Quality Analyst or Quality Monitoring role
  
• Hands-on experience evaluating complex interactions, complaints, escalations, retention conversations and billing queries
  
• Strong spoken and written English, with excellent documentation skills
  
• Strong understanding of quality frameworks, evaluation forms, scoring parameters and calibration
  
• Ability to tell critical or fatal errors from 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 giving structured feedback and coaching support to frontline associates
  
• Working knowledge of quality-monitoring tools, CRM or case-management systems, evaluation forms, Excel and reporting tools
  
• Understanding of customer verification, privacy, consent, mandatory disclosures and process compliance
  
• Willing to work rotational and night or graveyard shifts
  

Preferred qualifications

• Utilities (electricity and gas) customer service experience
  
• Knowledge of customer lifecycle, billing, metering, payments, collections, complaints and retention
  
• Exposure to speech or interaction analytics
  
• Bachelor’s degree in any discipline
  
• Lean Six Sigma Yellow or Green Belt, COPC or an equivalent quality framework certification
  

Job details

Why join

• Own quality on an international utilities voice account
  
• Salary of up to ₹9 LPA
  
• Work with calibration, analytics and coaching teams
  
• Growth path to senior quality, training or team lead roles
  
• Exposure to quality tools and reporting