Call Quality Analyst role at Nanex Tech Solutions requiring 1–5 years of experience in call center quality analysis, strong analytical skills, and proficiency in call monitoring tools to enhance customer experience.
Experience
1–5 yrs
Location
Thane
Maharashtra, India
Experience
1–5 yrs
Location
Thane
Maharashtra, India
The Brief
TITLE
Call Quality Analyst role at Nanex Tech Solutions, Thane
TYPE
Full-time
POSITIONS
2
POSTED
Sep 8, 2026
JOB ID
01a05c59
TITLE
Call Quality Analyst role at Nanex Tech Solutions, Thane
TYPE
Full-time
POSITIONS
2
POSTED
Sep 8, 2026
JOB ID
01a05c59
About the role
Nanex Tech Solutions seeks a Call Quality Analyst to monitor and evaluate call interactions, deliver constructive feedback, and drive continuous quality improvement. The role focuses on identifying root causes of quality issues and implementing actionable solutions to enhance customer experience.
Key responsibilities
Monitor live and recorded calls to assess adherence to quality standards.
Generate detailed call quality reports and trend analyses.
Deliver timely, constructive feedback to agents and supervisors.
Conduct root cause analysis (RCA) for recurring quality issues.
Collaborate with training teams to design and deliver targeted improvement programs.
Track and report on key quality metrics and improvement KPIs.
Participate in cross‑functional projects aimed at enhancing overall call center performance.
Required qualifications
1–5 years of experience in call center quality analysis or a related field.
Strong analytical skills with the ability to perform root cause analysis.
Proficiency in call monitoring tools and quality management systems.
Excellent communication skills, both written and verbal.
Detail‑oriented with a focus on data accuracy and consistency.
Experience delivering actionable feedback in a coaching environment.
Nice to have
Knowledge of the fintech or technology services industry.
Experience with quality scorecard design and implementation.
Familiarity with CRM platforms such as Salesforce or Zendesk.
Certification in quality management or related disciplines.
About the company
Nanex Solutions is a full-service solutions provider with deep domain expertise in the areas of customer acquisition and retention across different verticals. With the help of several clients across US and UK market helping our clients to achieve measurable results of our highly skilled and dedicated work force environment. We operate across all time zones and work in close association with both US and UK projects with an objective to deliver the best in the market. We always believe innovation and collective knowledge can transform all our future with greater purpose. We deliver on the promise of helping our customers, colleagues and communities thrive in an ever- changing world. We Help our clients achieve measurable results with the help of our highly skilled and dedicated work force.
We have the best people onboard who are equipped with next-generation technology in order to consistently deliver superior results and strive to earn 100% customer satisfaction. We operate across all time zones and work in close association with our clients to deliver industry-leading. Our potential, proven methodologies and experience allow us to give that much-needed competitive edge to our clients, eventually enabling them to make their businesses more apprehensible, efficient & profitable. Nanex is a BPO solutions company is equipped with the state-of-art development and contact centre facilities in Mumbai, the commercial capital of India, integrating voice, data, facsimile, image and video channels at the agent desktop to transform customer interactions into an "Experience of Delight" for its client customers.