Quality Analyst - Voice_A_Kolkata

Gratitude Inc

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4 hours ago

Quality Analyst - Voice_A_Kolkata

4-10 Year(s)

Kolkata

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Job Description

Key Skills

Coaching CRM (Customer relationship Management) Customer Service Quality assurance Root cause analysis BPO Voice Process Quality Analyst Process Improvement Utilities Process billing process International voice Process Quality Monitoring Call Quality Evaluation Deep understanding of service excellence & complaint handling

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Job Title: Quality Analyst - Voice_A

Location: Kolkata
Experience: 4–10 Years
Shift: Rotational / Night / Graveyard shifts as required

Job Purpose

The Quality Analyst will monitor and improve the quality of international voice customer-care interactions for an electricity and gas utilities process. The role will focus on call evaluations, compliance, customer experience, root-cause analysis, quality reporting, actionable feedback and coaching support.

Key Requirements

• 3–6 years of international voice customer service experience, with 1–2 years in a Quality Analyst / Quality Monitoring role preferred
• Experience handling or evaluating complex customer queries, complaints, escalations, retention and billing-related concerns
• Excellent spoken and written English with strong documentation and communication skills
• Strong knowledge of quality frameworks, evaluation forms, fatal/non-fatal errors and compliance defects
• Ability to analyze quality scores, error trends, customer feedback, repeat contacts and complaint drivers
• Experience providing structured feedback and supporting coaching initiatives
• Working knowledge of CRM/case-management systems, quality-monitoring tools, MS Excel and reporting tools
• Understanding of customer verification, privacy, consent, mandatory disclosures and process-compliance requirements
• Willingness to work rotational, night or graveyard shifts

Key Responsibilities

• Monitor and evaluate voice interactions against quality, customer experience, resolution and compliance standards
• Evaluate handling of complaints, escalations, irate customers, billing concerns, retention and de-escalation
• Validate information provided regarding accounts, billing, usage, payments and adjustments
• Identify fatal errors, compliance breaches, verification gaps, misinformation and documentation gaps
• Document evaluation findings with evidence, rationale and actionable recommendations
• Conduct root-cause analysis of quality defects, repeat contacts, complaints and escalations
• Prepare quality dashboards and reports covering scores, trends, defects, agent performance and process gaps
• Participate in internal, client and cross-site calibration sessions
• Provide evidence-based feedback and coaching support to associates and team leaders
• Track improvement of low-performing associates and validate coaching effectiveness
• Identify training requirements, SOP/knowledge gaps and process issues
• Support quality audits, governance reviews, client reviews and continuous-improvement initiatives

Core Skills

• Call Monitoring & Quality Evaluation
• Quality Calibration
• Root Cause Analysis
• Defect Identification
• Compliance & Process Assessment
• Coaching & Feedback
• Quality Reporting & Dashboards
• Trend & Performance Analysis
• Customer Experience Management
• De-escalation & Complaint Handling
• CRM / Case Management
• MS Excel & Reporting Tools

Preferred Knowledge

• Electricity and gas utilities customer service
• Billing, metering, payments, collections, complaints and retention processes
• Speech or interaction analytics
• Lean Six Sigma / COPC or equivalent quality frameworks

Education

Bachelor’s degree in any discipline preferred. Equivalent qualifications may be considered based on hiring policy.

Preferred Certifications

• Lean Six Sigma Yellow/Green Belt
• COPC or equivalent quality-framework awareness
• Customer Service or Complaint Handling certification

Important Note

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth are required for candidate profile creation.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Bibi Hukkeri

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