We are looking for a detail-oriented and analytical Quality Analyst (QA) to monitor, evaluate, and improve the quality of customer interactions in our International Voice Process. The ideal candidate should have excellent communication skills, strong analytical abilities, and experience in call quality monitoring, feedback, and coaching.
Key Responsibilities
- Monitor and evaluate inbound/outbound customer service calls.
- Conduct quality audits based on predefined quality parameters.
- Provide timely, constructive, and actionable feedback to Customer Support Associates.
- Identify performance gaps and recommend improvement plans.
- Prepare daily, weekly, and monthly quality reports.
- Conduct calibration sessions with Team Leaders and Operations to ensure scoring consistency.
- Track agent performance trends and identify recurring issues.
- Ensure adherence to company policies, client guidelines, and compliance requirements.
- Support training teams by identifying learning needs.
- Participate in refresher training and quality improvement initiatives.
- Maintain quality scorecards, audit records, and documentation.
- Work closely with Operations and Training teams to improve overall customer experience.
Pay: ₹300,000.00 - ₹360,000.00 per year
Benefits:
Work Location: In person
