Quality Analyst – Voice Advanced | International Utilities

Ready to take your Quality Assurance career to the next level? Join our Kolkata team and help improve customer experience, call quality, compliance, and service excellence for an international electricity and gas utilities process.

Job Details

• Role: Quality Analyst – Voice Advanced_A_Kolkata

• Location: Kolkata

• Experience: 2–8 years

• Relevant Experience: 3–6 years in international voice customer service, including 1–2 years in Quality Analysis or Quality Monitoring

• Band: BPO 2/3

• Salary: Up to ₹9 LPA

• Job Code: 434131

• Process: Advanced Inbound / Blended Voice Customer Care

• Shift: Rotational, including night/graveyard shifts

• Work Mode: Not specified

Key Responsibilities

• Monitor and evaluate voice interactions against quality standards for customer experience, resolution accuracy, compliance, and process adherence.

• Assess complex customer calls involving complaints, escalations, retention, de-escalation, difficult conversations, and high-bill explanations.

• Validate the accuracy of account, billing, usage, payment, and adjustment information provided to customers.

• Identify critical errors, compliance breaches, verification gaps, misinformation, unsupported commitments, and documentation issues.

• Document evaluation findings with clear evidence, rationale, and actionable recommendations.

• Conduct root-cause analysis of quality failures, repeat contacts, complaints, low CSAT scores, and escalations.

• Prepare quality reports and dashboards covering scores, error trends, agent performance, and process gaps.

• Participate in internal, client, and cross-site calibration sessions.

• Provide structured feedback and support Team Leaders with targeted coaching plans.

• Track associate improvement and assess coaching effectiveness.

• Identify training needs, knowledge gaps, SOP issues, and process challenges.

• Support quality audits, governance reviews, and continuous-improvement initiatives.

Required Skills

• Voice Quality Monitoring and Quality Assurance

• Quality Calibration and Evaluation

• Root-Cause Analysis

• Defect Identification and Compliance Review

• Coaching and Feedback

• Quality Reporting and Trend Analysis

• Excellent spoken and written English

• Strong analytical and documentation skills

• Knowledge of CRM, quality-monitoring tools, Excel, and reporting systems

• Understanding of customer verification, privacy, consent, and mandatory disclosures

Eligibility Requirements

• International voice customer-service experience with dedicated Quality Analyst or Quality Monitoring experience.

• Experience evaluating complex customer interactions, complaints, escalations, retention conversations, and billing queries.

• Strong understanding of quality frameworks, evaluation forms, scoring parameters, and calibration practices.

• Willingness to work rotational and night/graveyard shifts.

• A bachelor's degree in any discipline is preferred.

• Electricity and gas utilities experience is an advantage.

• Knowledge of billing, metering, payments, collections, and retention is preferred.

• Speech analytics, Lean Six Sigma, COPC, or equivalent quality certifications are an advantage.

Important Information

• Former TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for employee profile creation.

Apply now if you have international voice quality experience and a passion for improving customer satisfaction, compliance, and operational performance.