Quality Analyst - Voice Advanced

Job Purpose

Monitor, evaluate and improve the quality of advanced voice customer-care interactions for an electricity and gas utilities process. The role is responsible for objective call evaluation, identification of customer-experience and compliance gaps, root-cause analysis, actionable feedback and coaching support, and driving measurable improvement in resolution quality, empathy, de-escalation, retention conversations and high-bill explanations.

Job Requirements*

• 3-6 years of international voice experience, with a minimum of 1-2 years in a dedicated quality-monitoring or quality-analyst role.

• Hands-on experience evaluating advanced customer-care interactions such as complex queries, complaints, escalations, retention conversations and billing explanations.

• Strong command of spoken and written English, with the ability to document evaluations, observations and improvement recommendations clearly and objectively.

• Ability to apply quality frameworks and evaluation forms consistently, with a clear understanding of fatal versus non-fatal errors and customer-impact versus compliance-impact defects.

• Analytical skills to interpret quality scores, error trends, customer feedback, repeat contacts and complaint drivers, and to convert them into root-cause findings.

• Experience delivering structured feedback and coaching support to frontline associates without creating conflict or defensiveness.

• Working knowledge of quality-monitoring tools, speech or interaction analytics, CRM or case-management systems, evaluation forms and reporting formats (including Excel and presentation tools).

• Understanding of customer verification, privacy, consent, mandatory disclosures, documentation standards and process-compliance requirements.

• Willingness and flexibility to work rotational shifts, night shifts or graveyard schedules based on business requirements.

Key Responsibilities*

• Monitor and evaluate advanced voice interactions against the approved quality framework, covering customer experience, resolution accuracy, process adherence, compliance and documentation.

• Assess conversation quality in complex scenarios including difficult conversations, irate customers, de-escalation, empathy, customer retention and high-bill explanations.

• Validate the accuracy of the resolution provided, including account, billing, usage, payment and adjustment information communicated to the customer.

• Identify fatal errors, compliance breaches, verification gaps, misinformation, unsupported commitments and incomplete documentation, and escalate through the defined route.

• Record evaluation findings with objective evidence, clear rationale and specific improvement recommendations.

• Conduct root-cause analysis on quality failures, repeat contacts, complaint drivers, low customer-satisfaction interactions and escalations.

• Prepare and publish quality dashboards and reports covering scores, error tren ds, top defects, agent-level performance, process gaps and improvement actions.

• Participate in internal, client and cross-site calibration sessions to maintain consistency of evaluation standards and minimise scoring variance.

• Deliver structured, evidence-based feedback to associates and support team leaders with targeted coaching plans and follow-up reviews.

• Track improvement of bottom-quartile performers and validate the effectiveness of coaching and remediation actions.

• Identify training needs, knowledge-article gaps, SOP ambiguity and process friction, and recommend corrective or preventive actions.

• Support audit readiness, quality governance reviews, client reviews and continuous-improvement initiatives with accurate data and documentation.