Call Analysis Associate

1 Month ago • All levels

Job Summary

Job Description

The Call Analysis Associate will be responsible for reviewing, evaluating, and providing feedback on customer support calls to ensure consistent quality and service standards. This role involves working closely with customer service teams, offering actionable insights to improve performance and enhance the customer experience. Responsibilities include analyzing recorded customer calls, evaluating agent performance, identifying coaching opportunities, documenting findings, reporting trends, participating in calibration sessions, and providing recommendations. The ideal candidate should have strong listening skills, data entry accuracy, and the ability to spot patterns or trends in conversations. They will be working in the Pune, India location for the company.

Must have:

Review and analyze customer calls
Evaluate agent performance
Identify coaching opportunities
Maintain accurate records
Proficient in call recording software and Microsoft Office

Good to have:

Previous customer service experience
Display a positive attitude

5 skills required

5 skills required for this role

Add these skills to join the top 1% applicants for this job

microsoft-office

innovation

quality-control

ms-office

team-management

Job Details

Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.

We are seeking a detail-oriented and analytical Call Analysis Associate to join our team in India. In this role, you will be responsible for reviewing, evaluating, and providing feedback on customer support calls to help ensure consistent quality and service standards. You will work closely with customer service teams, providing actionable insights that drive performance improvement and enhance the customer experience. Ideal candidates will bring strong listening skills, data entry accuracy, and the ability to spot patterns or trends in conversations. This is an excellent opportunity for someone passionate about quality assurance and customer satisfaction.

Responsibilities will include

Review and analyze recorded customer calls for quality, compliance, and adherence to company standards.
Evaluate agent performance against established scorecards and provide detailed feedback.
Identify coaching opportunities and recurring issues in customer interactions.
Document findings and maintain accurate records of call assessments.
Spot trends and report recurring issues or common customer concerns.
Participate in calibration sessions to align evaluation standards across teams.
Provide recommendations to enhance customer satisfaction and operational efficiency.

Minimum Qualifications

High school diploma or equivalent; associate degree preferred.
Completion of Higher Secondary education (10+2) or equivalent
Strong attention to detail and excellent listening skills.
Proficient in using call recording software and Microsoft Office or Google Workspace.
Ability to maintain confidentiality and handle sensitive information professionally.

Preferred Qualifications

Associate degree or diploma preferred.
Previous experience in customer service is a plus
Professionalism: Know how and when to have fun, and know when it's time to go to work
Display a positive attitude and a willing drive to learn and commit to memorizing processes.

Currently, Entrata hires in Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. If you choose to apply and do not live in one of these states, your application may be reviewed on a case-by-case basis and salary ranges will be provided if required by state law

But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Teamwork and Collaboration.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.

It’s a great place to work! Will you join us?