434131 Quality Analyst - Advance A Kolkata

About the role

We are looking for an experienced Quality Analyst – Voice Advanced to monitor, evaluate, and improve the quality of customer interactions for an international Electricity & Gas Utilities process. The role will focus on ensuring high standards of customer experience, resolution accuracy, process adherence, compliance, empathy, de-escalation, retention conversations, and billing-related interactions.

What you'll do

• Monitor and evaluate advanced voice interactions against defined quality parameters and business standards
• Evaluate customer interactions involving: Complaints and escalations Difficult and sensitive conversations Retention and save conversations De-escalation High-bill…
• Validate the accuracy of information provided to customers regarding accounts, billing, usage, payments, adjustments, and related transactions
• Identify and report critical errors, compliance violations, verification gaps, misinformation, unsupported commitments, and documentation issues
• Complete quality evaluations with clear evidence, rationale, observations, and actionable recommendations

What you need

• 3–6 yrs of experience
• Customer service
• Voice process
• Root cause analysis
• CRM
• Escalation handling
• Problem solving
• Any graduate

Good to have

• Six Sigma
• SOP writing

What you get

• Up to ₹9 L a year