Call Quality Analyst role at Nanex Tech Solutions, Thane

About the role

Nanex Tech Solutions seeks a Call Quality Analyst to monitor and evaluate call interactions, deliver constructive feedback, and drive continuous quality improvement. The role focuses on identifying root causes of quality issues and implementing actionable solutions to enhance customer experience.

Key responsibilities

• Monitor live and recorded calls to assess adherence to quality standards.
• Generate detailed call quality reports and trend analyses.
• Deliver timely, constructive feedback to agents and supervisors.
• Conduct root cause analysis (RCA) for recurring quality issues.
• Collaborate with training teams to design and deliver targeted improvement programs.
• Track and report on key quality metrics and improvement KPIs.
• Participate in cross-functional projects aimed at enhancing overall call center performance.

Required qualifications

• 1-5 years of experience in call center quality analysis or a related field.
• Strong analytical skills with the ability to perform root cause analysis.
• Proficiency in call monitoring tools and quality management systems.
• Excellent communication skills, both written and verbal.
• Detail-oriented with a focus on data accuracy and consistency.
• Experience delivering actionable feedback in a coaching environment.

Nice to have

• Knowledge of the fintech or technology services industry.
• Experience with quality scorecard design and implementation.
• Familiarity with CRM platforms such as Salesforce or Zendesk.
• Certification in quality management or related disciplines.