About the role

We are hiring a Quality Analyst – Voice in Kolkata to monitor, evaluate and improve the quality of voice customer-care interactions on an international electricity and gas utilities process. You will run call evaluations, check compliance, run root-cause analysis, publish quality reports and give actionable feedback and coaching support that drives measurable improvement. The role suits a professional with international voice experience and a background in quality monitoring. It involves rotational shifts, including nights, with a salary of up to ₹9 LPA.

Key responsibilities

Monitoring and evaluation

• Monitor and evaluate voice interactions against quality, customer experience, resolution and compliance standards
  
• Evaluate handling of complex queries, complaints, escalations, irate customers, de-escalation, empathy, retention and high-bill explanations
  
• Validate the accuracy of information on accounts, billing, usage, payments and adjustments
  
• Identify fatal errors, compliance breaches, verification gaps, misinformation, unsupported commitments and documentation gaps
  
• Document findings with clear evidence, rationale and actionable recommendations
  

Analysis and reporting

• Run root-cause analysis on quality defects, repeat contacts, complaints, low customer satisfaction and escalations
  
• Build quality dashboards and reports covering scores, trends, defects, agent performance and process gaps
  

Calibration, coaching and governance

• Join internal, client and cross-site calibration sessions to keep evaluations consistent
  
• Give evidence-based feedback and coaching support to associates and team leaders
  
• Track low performers and validate how well coaching works
  
• Identify training needs, SOP and knowledge gaps and process issues, and recommend fixes
  
• Support quality audits, governance reviews, client reviews and continuous improvement
  

Required skills and experience

• 3 to 6 years of international voice experience, including 1 to 2 years in a dedicated Quality Analyst or Quality Monitoring role
  
• Experience evaluating interactions involving complex queries, complaints, escalations, retention and billing concerns
  
• Strong spoken and written English, with excellent documentation skills
  
• Strong understanding of quality frameworks, evaluation forms, fatal and non-fatal errors and compliance defects
  
• Ability to analyse quality scores, error trends, customer feedback, repeat contacts and complaint drivers
  
• Experience giving structured, constructive feedback to frontline associates and supporting coaching
  
• 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, night or graveyard shifts
  

Preferred qualifications

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

Core skills

Call monitoring, quality evaluation, calibration, root-cause analysis, defect identification, compliance assessment, coaching and feedback, quality reporting, trend analysis, customer experience, de-escalation, complaint handling, CRM and MS Excel.

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