🎁 Before you apply, rehearse this interview. Create your free WorkMundi account and get an Interview Training on HelpsYouSpeak — no cost, no card. I want my training →
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 calls Assess calls based on predefined quality parameters and scorecards Identify gaps in communication, process adherence, and soft skills Provide constructive feedback and coaching to agents Prepare quality reports and share insights with management Ensure compliance with company policies and client requirements Collaborate with training and operations teams for performance improvement Track agent performance and support in achieving quality benchmarks Required Skills Excellent listening and analytical skills Strong verbal and written communication skills Attention to detail and quality-focused mindset Good understanding of call centre processes and KPIs Ability to provide feedback in a constructive manner Basic knowledge of MS Excel and reporting Eligibility Criteria Minimum 1 year of experience in a call centre or quality role Experience in US process preferred Graduate in any field Comfortable working in Night Shift Key Performance Indicators (KPIs) Call Quality Score Compliance & Process Adherence Error Identification Rate Agent Improvement Rate Benefits Fixed salary with performance incentives Paid leaves Career growth opportunities Supportive work environment Work Conditions Work from office Ahmedabad (Gota) Candidates must be able to commute or relocate Who Should Apply Candidates with experience in customer support or quality analysis Individuals with strong analytical and observation skills Professionals interested in improving customer experience and process quality Compensation: 20,000.00 - 35,000.00 per month Benefits Commuter assistance Paid sick time Paid time off Shift availability: Night Shift (Required) Work Location: In person .