Quality analyst

ConfidentialHyderabad / Secunderabad, Telangana

30+ days ago

Job description

Key Responsibilities :

Quality Monitoring & Evaluation

Audit live and recorded inbound calls to assess customer interactions against quality benchmarks.
Evaluate performance based on call handling skills, process adherence, compliance, and customer experience.

Coaching & Feedback

Deliver timely and actionable feedback to agents through one-on-one sessions.

Partner with Team Leaders and Trainers to drive performance improvements and close skill gaps.

Process Improvement & Compliance

Identify trends, agent errors, and operational gaps based on audits.

Recommend process and policy changes to enhance customer satisfaction and compliance.

Ensure compliance with internal quality standards and regulatory requirements (e.g., HIPAA where applicable).

Reporting & Analytics

Maintain and share detailed quality audit reports, highlighting strengths, improvement areas, and action plans.

Analyze quality scores, CSAT / NPS trends, and drive continuous improvement initiatives.

Calibration

Participate in regular calibration sessions with QA, Operations, and Client teams to ensure scoring consistency and alignment.

Candidate Requirements :

Education :

Bachelor's Degree (Mandatory)

Experience :

Minimum 4+ years of total experience in an International Voice Process (US, UK, Australian, Canadian, or ANZ markets).

Minimum 1+ year of experience specifically as a Quality Analyst / Auditor in an Inbound or outbound Voice Process .

Skills :

Excellent command over English (spoken and written).

Strong knowledge of quality monitoring tools, call auditing frameworks, and contact center KPIs (AHT, CSAT, NPS, FCR, Quality Scores).

Proficient with CRM systems, QA software, and reporting tools.

High attention to detail, analytical thinking, and problem-solving skills.

Ability to deliver constructive feedback and influence agent performance positively.

Additional Requirements :

Flexibility to work in rotational night shifts (Mandatory).

Immediate joiners or candidates with 30 days or less notice period preferred.

Strong understanding of customer service, compliance protocols, and quality standards.

Skills Required

Qc Tools, Qa, Quality Audit, Quality Analyst, Call Audit

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Quality Analyst • Hyderabad / Secunderabad, Telangana

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