Voice Process Analyst
Job Overview
Cabptoid Solutions
Captoid Solutions Pvt Ltd
- Location : Cabptoid Solutions Pvt Ltd Survey No. 30, 34, 35 & 38, Avance Business Hub, Tower H08, Phoenix Infocity Pvt. Ltd SEZ, Hitec City-2, Hyderabad-500081
- Job Title : Voice Process Analyst
- Package : 2.2 To 3.6 LPA
- Category: Non - IT
- Experience: 0 To 2+ Experience
Description
We are looking for a detail-oriented Voice Process Analyst to monitor, analyze, and improve voice-based customer interactions. The role focuses on call quality evaluation, performance analysis, process improvement, and ensuring compliance with company and client standards.
Responsibilities
Monitor and evaluate inbound and outbound voice calls
Analyze call quality, agent performance, and customer interactions
Ensure adherence to process guidelines, scripts, and compliance standards
Prepare performance reports and share insights with management
Identify gaps in communication, process, or system usage
Provide feedback and recommendations for agent improvement
Support training and coaching initiatives for voice agents
Work closely with Quality, Operations, and Training teams
Required Skills & Qualifications
Graduate / Undergraduate (any discipline)
Strong analytical and listening skills
Excellent communication and documentation abilities
Knowledge of call center KPIs (AHT, FCR, CSAT, QA scores)
Basic knowledge of CRM and call monitoring tools
Ability to work in shifts and meet deadlines