Call Quality Analyst

Job Description: Call Quality Analyst – International BPO

Job Summary

Responsible for monitoring and evaluating customer calls in an international BPO to ensure quality standards, customer satisfaction, and compliance with company policies.

Key Responsibilities

Monitor inbound and outbound calls of international process agents.

Evaluate calls based on quality parameters, communication skills, and process compliance.

Check accent, pronunciation, grammar, call etiquette, and customer handling.

Identify errors and provide constructive feedback to agents.

Conduct quality audits and calibration sessions.

Prepare quality reports and track agent performance.

Ensure adherence to client requirements, SOPs, and compliance guidelines.

Pay: ₹25,000\.00 \- ₹30,000\.00 per month

Benefits

• Paid sick time

Work Location: In person