Call Quality Analyst

Role & responsibilities

• Monitor and evaluate recorded sales/service calls for script adherence, policy compliance, and quality standards
• Assess call quality based on customer engagement, sales effectiveness, product knowledge, and professionalism
• Provide constructive feedback and conduct one-on-one coaching to improve agent performance
• Document call evaluations and track performance metrics such as call quality, conversion rate, and customer satisfaction
• 
  Prepare performance reports highlighting trends, gaps, and training needs
• Ensure compliance with company policies, legal regulations, and industry standards
• Identify recurring issues and recommend process improvements

Preferred candidate profile

• Prior experience in call center, sales, service, or quality assurance preferred

Looking to get Placed? Try our Placement Guarantee Plan

Get Hired
• Understanding of sales processes, goals, and KPIs
• Strong analytical and observation skills
• Ability to identify trends and provide actionable insights
• Excellent verbal and written communication skills for clear feedback and team collaboration
• Strong problem-solving ability to identify root causes and suggest improvements
• Familiarity with call monitoring tools, CRM systems, and MS Office (Excel, Word, etc.)