we are hiring for Quality Analyst role – US voice process
Location: *Gurugram, Haryana*
Process: US Voice Process
Employment: Full-Time
Salary: Up to ₹42,000 CTC
**Job Summary:**
Looking for an experienced Quality Analyst to monitor and evaluate customer interactions for a US Voice Process — call quality audits, feedback, quality reports, and continuous improvement. Prior sales calling experience and strong Excel skills required.
**Key Responsibilities:**
- Monitor & evaluate inbound/outbound US voice calls per quality parameters
- Conduct call audits & score using QA evaluation forms
- Assess sales pitch, objection handling, probing & call closure
- Ensure agents follow sales, compliance & script standards
- Identify quality gaps & recurring errors
- Provide feedback/coaching to agents; coordinate with TLs & Ops
- Maintain daily/weekly/monthly QA reports & trackers
- Track quality scores, critical errors & agent performance
- Use Excel for QA data, pivot tables, formulas & dashboards
- Participate in calibration sessions with Ops/Training
- Conduct re-audits to measure improvement
**Skills Required:**
- Strong understanding of US voice/sales calling process
- Prior Sales Calling / Telecalling / US Voice experience (mandatory)
- Strong analytical & listening skills, attention to detail
- Strong MS Excel (Pivot Tables, VLOOKUP/XLOOKUP, formulas, charts)
- Good written & verbal communication
- Ability to give clear, actionable feedback
**Eligibility:**
- Education: 12th Pass min; Graduate preferred
- Experience: 1+ year in QA, with mandatory Sales Calling/Telecalling/US Voice experience
- Strong working knowledge of MS Excel
- No age restriction
Pay: ₹20,000.00 - ₹42,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
