About the role

Job Purpose Monitor, evaluate and improve the quality of 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 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 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 trends, top defects, agent-leve l 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.
Qualifications: BACHELOR OF COMMERCE

Quality Analyst - Voice

About the role

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