Quality Analyst – Customer Service
- Step 1Submit ApplicationTakes 2 minutes
- Step 2Structured ScreeningAbout 15 minutes
- Step 3Interview InviteStraight to your inbox
Monitor and evaluate customer interactions against quality standards, identify process gaps, and deliver actionable feedback to frontline teams. Partner with operations to drive performance improvement and enhance customer experience in a fast-paced BPO/Customer Service environment.
Requirements at a glance
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What We're Really Looking For
- Objectivity under pressure
- Constructive communication
- Analytical rigor
Technical Skills
Must have
- ◆Experience in Customer Support, Quality Analysis, or similar BPO/Customer Service role (1-2 years)
- ◆Excellent communication skills in Hindi and English, both verbal and written
- ◆Strong listening, analytical, and observation abilities to assess call quality objectively
- ◆Good understanding of call quality parameters, customer handling, process adherence, and compliance
- ◆Ability to provide effective feedback and confidently handle performance-related discussions
- ◆Proficiency in MS Excel for data tracking, scorecards, and reporting
About Mas Callnet India (P) Ltd
Mas callnet India Pvt. Ltd. is a leading Business Process Outsourcing (BPO) and customer experience management company delivering end-to-end voice, non-voice, collections, customer support, sales, back-office, and digital process solutions. We partner with organizations across BFSI, fintech, e-commerce, telecom, and other industries to help them improve operational efficiency, customer satisfaction, and business growth. Driven by technology, data, and people, we combine AI-powered insights with a highly skilled workforce to deliver measurable business outcomes. With a strong focus on innovation, quality, compliance, and continuous learning, we provide an environment where employees can build rewarding careers while helping clients achieve operational excellence.