Quality Analyst - Voice

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. </div