Job description

About the Role

Anonet Communications Private Limited is seeking a dedicated Quality Analyst to join their full-time team in the Telecom/ISP sector. The ideal candidate will have 2 to 5 years of experience monitoring and enhancing service quality across inbound customer support, outbound retention, collections, and Customer Value Management (CVM) operations. This position focuses on maintaining quality standards, improving customer satisfaction, and supporting ongoing process enhancements.

Key Responsibilities

Audit and monitor inbound and outbound customer interactions involving retention, collections, and CVM processes.
Evaluate calls against defined quality standards, Standard Operating Procedures (SOPs), and Service Level Agreements (SLAs).
Conduct call audits along with feedback and coaching sessions, collaborating with agents and team leaders for calibration.
Identify recurring reasons for customer calls and suggest corrective measures.
Partner with operations teams to enhance First-Time Resolution (FTR) rates and overall Customer Satisfaction (CSAT).
Analyze trends in quality metrics, prepare detailed reports and dashboards, and provide actionable insights.
Ensure adherence to company policies, procedures, and quality guidelines.
Promote quality improvements and contribute to process modification initiatives.

Performance Indicators

Quality audit scores
SLA compliance
First-Time Resolution (FTR) effectiveness
Customer Satisfaction (CSAT) ratings
Reduction in repeated customer calls
Adherence to SOPs

Required Qualifications and Skills

Graduate degree in any discipline.
Essential experience as a Quality Analyst in the Telecom or ISP industry.
Strong knowledge of retention, collections, and Customer Value Management processes.
Expertise in call quality evaluation frameworks and audit methodologies.
Excellent analytical abilities, reporting skills, clear communication, and effective coaching capability.
Proficiency with Microsoft Excel and other reporting software.

Preferred Experience

Experience managing quality assessments across multiple queues covering inbound and outbound calls.
Exposure to Telecom Customer Lifecycle Management strategies.
Background in process improvement and quality enhancement projects.

Additional Information

Employment Type: Full-time on-roll position.
Industry: Telecom/ISP.
Salary: Annual CTC between ₹400,000 and ₹500,000 depending on current compensation and interview performance.
Location: Delhi-NCR region.
Mandatory: Only candidates with prior Telecom/ISP Quality Analyst experience will be eligible for consideration.