Call Quality Analyst job description
A Call Quality Analyst listens to customer calls at a telecom contact centre and scores them against set standards. The role helps agents improve and keeps the customer experience steady across shifts.
Why the role exists
Telecom customer care handles large call volumes on billing, plan changes, network faults and complaints. The Call Quality Analyst reviews a sample of these calls, scores them, and gives feedback to agents and team leaders. The role sits in the quality team and reports to a quality manager or contact centre head.
What the person does
- Listen to recorded and live calls from the telecom care queue and score them using the quality form.
- Check that agents follow the call opening, verification steps, correct plan details and closing script.
- Flag calls with wrong information, mis-selling of plans or poor handling of complaints and outage queries.
- Hold one-to-one feedback sessions with agents, using call examples and clear next steps.
- Calibrate scores with other analysts and team leaders so that everyone judges calls in the same way.
- Spot common reasons for customer dissatisfaction, such as billing confusion or repeated network complaints, and report them.
- Prepare weekly and monthly quality reports by agent, team and call type for the operations head.
- Work with trainers to design refresher sessions on plan changes, new offers and common call errors.
Skills and tools
- Call listening and scoring using a defined quality form, with fair and consistent judgement
- Understanding of telecom plans, billing, recharge, porting and network complaint flows
- Coaching and giving feedback in a way that agents accept and act on
- Using call recording and quality tools, and spreadsheets for scores and trends
- Clear spoken English and Hindi or the regional language used on the queue
- Reporting patterns in calls with simple charts and short written notes
- Calibration discipline, including accepting a different view on a score with reasons
- Handling night and rotating shifts where the contact centre runs round the clock
Education and experience
Preferred, never a bar: equivalent experience counts.
- Preferred: graduate degree or equivalent experience in a telecom or BPO voice process.
- Preferred: one to three years as a customer care agent or team leader before moving into quality.
- Training in quality methods or coaching is useful but can be learned on the job.
- Strong listening skills and a good ear for tone matter more than a particular qualification.
How the work is judged
- Calibration gap between the analyst's scores and those of the quality manager
- Share of agents who improve on the areas flagged after coaching
- Number of calls reviewed against the sampling plan the company sets
- Quality of insight reports, judged by whether they lead to changes in training or process
- Timeliness of feedback given to agents after the review
Where the role can lead
- Move to Senior Quality Analyst or Quality Team Lead for a larger process.
- Grow into trainer, process improvement or customer experience roles.
- Progress to Quality Manager or Contact Centre Operations Manager.
Interview questions to ask
Ask every candidate the same questions in the same order and score them against written anchors, so the decision rests on the work and not the impression.
- How would you score a call where the agent was polite but gave the wrong plan details?
- An agent disagrees with your score and says you were harsh. How do you respond?
- You notice many callers confused about one bill line. What do you do with that finding?
- Describe how you give feedback to a strong agent who has one repeating error.
- How do you stay consistent when you review many calls in a single shift?
- A team leader asks you to ease scores before a review meeting. What do you say?
Hiring tips for this role
- Give a sample call recording and ask the candidate to score it with your form. Compare their view with your quality manager's score.
- Check for fairness and tone. An analyst who only finds fault will lose the agents' trust and the coaching will not work.
- Look for telecom knowledge, not only BPO experience. An analyst who does not know porting or billing cycles will miss wrong information on calls.
- Be clear on shift timings, call volumes and who the analyst reports to. Quality roles that report to operations may face pressure to ease scores.
Questions about hiring a call quality analyst
The analyst reviews calls and scores them. The trainer designs and delivers learning. They work together, since analyst findings shape the training. Small centres sometimes combine both roles.
The company sets this in its sampling plan, based on call volume and team size. State the expected review volume, live monitoring and feedback time in the job description.
If the queue serves callers in a regional language, the analyst must follow it to score fairly. List the languages needed on the queue so candidates can judge their fit.
GullyHR agrees the job description with you, screens candidates for call scoring and coaching skill, and supports the offer on a permanent hire. You run the sample call test and choose.
Hiring a call quality analyst?
GullyHR runs talent acquisition for permanent roles. We agree the job description with you, find and screen candidates against it, and support the offer through to joining. We recruit permanent employees. We do not supply contract or temporary staff.