Quality Analyst (International Voice Process)
Job Type: Full-Time
Location: Kirti Nagar, New Delhi
Salary: Up to ₹25,000 per month (Based on experience and interview performance)
Job Overview
We are seeking a detail-oriented and analytical Quality Analyst to monitor performance, evaluate call quality, and support continuous process improvement within an international voice process. The ideal candidate should have experience in call auditing, quality monitoring, and providing constructive feedback to enhance team performance.
Key Responsibilities
- Monitor and audit customer interaction calls on a daily basis.
- Evaluate calls based on predefined quality and compliance parameters.
- Provide timely and actionable feedback to agents and team leaders.
- Maintain quality scorecards, audit records, and performance reports.
- Identify process gaps, recurring issues, and training requirements.
- Collaborate with operations and training teams to improve overall quality standards.
- Ensure adherence to process guidelines, scripts, and communication standards.
- Prepare daily, weekly, and monthly quality reports.
- Track agent performance and recommend improvement strategies.
Eligibility Criteria
- 6 months to 1 year of experience as a Quality Analyst, Call Auditor, or similar role.
- Experience in international voice processes, lead generation, or sales campaigns preferred.
- Strong listening, analytical, and evaluation skills.
- Excellent verbal and written communication skills.
- Ability to provide constructive feedback and coaching support.
- Good knowledge of CRM systems, QA scorecards, and reporting tools.
- Proficiency in Microsoft Excel and basic reporting.
Shift Timings
- Monday to Friday: 5:00 AM – 2:00 PM
- Saturday: 5:00 AM – 11:00 AM
- Weekly Off: Sunday
Benefits
- Competitive salary package.
- Performance-based incentives.
- Career growth opportunities.
- Professional and supportive work environment.
- Ongoing training and skill development.
Pay: Up to ₹25,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Experience:
- call monitoring: 1 year (Required)
- Quality assurance: 1 year (Required)
Work Location: In person
