Call Quality Analyst- MHD

About the role

A Call Quality Analyst is responsible for driving quality assurance across the Merchant Help Desk vertical, ensuring every customer interaction meets the highest service standards. The role combines call auditing, process improvement, and stakeholder collaboration to maintain consistent quality across the support function.

What you'll do

• Conduct call audits to assess quality, compliance, and overall customer experience
• Develop and implement quality assurance policies and frameworks for the team
• Conduct Process Knowledge Tests (PKT), certifications, and periodic inspections
• Identify process or product issues and present practical, actionable solutions
• Share audit findings and feedback with relevant stakeholders and operations teams

What you need

• 2–5 yrs of experience
• Communication
• Customer handling
• Any graduate

Good to have

• MS Office