Call Calibration Analyst

Job description: Job Title: Call Quality Analyst (BPO) Location: Ahmedabad, Gota [Onsite/Office] Type: Full-Time Shift: Night Shift (US Process) Experience: 1+ Year Salary: 25,000 to 35,000 Company: Aspire Tech-IT Solution Job Summary We are looking for a detail-oriented Call Quality Analyst to monitor and evaluate customer interactions in a call centre environment. The role involves assessing call quality, ensuring compliance with company standards, and providing actionable feedback to improve overall customer experience. Key Responsibilities Monitor and evaluate inbound and outbound customer callsAssess calls based on predefined quality parameters and scorecardsIdentify gaps in communication, process adherence, and soft skillsProvide constructive feedback and coaching to agentsPrepare quality reports and share insights with managementEnsure compliance with company policies and client requirementsCollaborate with training and operations teams for performance improvementTrack agent performance and support in achieving quality benchmarksRequired Skills Excellent listening and analytical skillsStrong verbal and written communication skillsAttention to detail and quality-focused mindsetGood understanding of call centre processes and KPIsAbility to provide feedback in a constructive mannerBasic knowledge of MS Excel and reportingEligibility Criteria Minimum 1 year of experience in a call centre or quality roleExperience in US process preferredGraduate in any fieldComfortable working in Night ShiftKey Performance Indicators (KPIs) Call Quality ScoreCompliance & Process AdherenceError Identification RateAgent Improvement RateBenefits Fixed salary with performance incentivesPaid leavesCareer growth opportunitiesSupportive work environmentWork Conditions Work from office Ahmedabad (Gota)Candidates must be able to commute or relocateWho Should Apply Candidates with experience in customer support or quality analysisIndividuals with strong analytical and observation skillsProfessionals interested in improving customer experience and process qualityPay: 20,000.00 - 35,000.00 per month Benefits: Commuter assistancePaid sick timePaid time offShift availability: Night Shift (Required)Work Location: In person .