Call Quality Analyst

📞 Quality Analyst – Call Audits & Compliance (HealthTech Support)

Location: Bangalore

Type: Full-Time

Experience: 2–5 Years

About the Role:

We are seeking a meticulous and analytical Quality Analyst to join our team. In this role, you'll be responsible for evaluating call and video interactions between employees and customers to ensure service quality, compliance with internal standards, and ethical conduct. You’ll play a key role in optimizing customer experience, maintaining regulatory alignment, and driving team performance.

Key Responsibilities:

Call Audits & Quality Evaluation

Review and assess audio and video interactions based on predefined quality parameters

Evaluate tone, accuracy, empathy, and adherence to process guidelines

Employee Performance Analysis

Analyze agent performance metrics and identify areas for individual improvement

Collaborate with team leads to provide feedback and coaching recommendations

Call Structure and Flow Optimization

Ensure each call follows a structured approach for consistent customer experience

Identify gaps or deviations in the conversation flow and provide actionable insights

Compliance & Ethical Standards Monitoring

Evaluate adherence to company policies, data privacy (HIPAA/GDPR), and ethical practices

Report any non-compliance or conduct breaches to the QA manager

Time Management & Call Efficiency

Assess time taken per call and effectiveness of resolution strategies

Recommend process improvements to reduce handling time while maintaining quality

Follow-Up Identification & Customer Relationship Management

Identify missed follow-ups, unresolved concerns, or dissatisfaction trends

Provide inputs to improve relationship-building strategies and long-term engagement

Requirements:

1. Bachelor's degree in any discipline (Healthcare, Business, or Communications preferred)

2. 2–5 years of experience in Quality Assurance, preferably in a call center, healthtech, or customer support environment

3. Strong analytical and observational skills

4. Excellent communication and interpersonal skills

5. Familiarity with QA tools and CRM software (e.g., Freshdesk, Zendesk, Salesforce)

6. Knowledge of healthcare compliance standards (HIPAA, etc.) is a plus

Interested candidate share your Resume:-rambha@learninglabb.in

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 5 years of experience.

More about this Call Quality Analyst job

1. What is the eligibility criteria to apply for this Call Quality Analyst job?
   Ans: The candidate should be Graduate and above and above with 6 months - 5 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹25000 - ₹40000 per month that depends on your interview. It's a Full Time job in Bangalore.
3. How many working days are there for this Call Quality Analyst job?
   Ans: This Call Quality Analyst job will have 6 working days.
4. Are there any charges applicable while applying or joining this Call Quality Analyst job?
   Ans: No, there is no fee applicable for applying this Call Quality Analyst job and during the employment with the company, i.e., ZENOFFI E-LEARNING LABB TRAINING SOLUTIONS PRIVATE LIMITED.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Call Quality Analyst role?
   Ans: There is an immediate opening of 30 Call Quality Analyst at ZENOFFI E-LEARNING LABB TRAINING SOLUTIONS PRIVATE LIMITED
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Call Quality Analyst job?
   Ans: This Call Quality Analyst job has Day Shift.