Quality Analyst - Us Process
Selections HR Services Private LimitedJūnāgadh, Republic Of India, IN18 hours ago
Job descriptionMinimum 2 years experience as a Quality Analyst / Process Auditor in a US Voice Process . In-depth understanding of call evaluation parameters and calibration methods . Strong analytical and problem-solving abilities. Excellent verbal, written, and presentation skills. Knowledge of QA tools, Excel dashboards, and reporting.
Role Overview :
We are looking for a detail-oriented Quality Analyst (QA) to evaluate and enhance the performance of associates handling US Voice Process . The role involves driving quality improvements, ensuring compliance with process standards, and delivering actionable insights to the operations team.
Key Responsibilities :
- Conduct regular call audits and evaluate customer interactions for accuracy, compliance, and soft skills.
- Provide structured feedback and coaching to agents for performance improvement.
- Track and report quality scores, RCA, and trends to operations leadership.
- Collaborate with TLs, Trainers, and Operations to drive process excellence.
- Calibrate with internal and client QA teams to maintain scoring consistency.
- Identify training needs and contribute to refresher programs.
- Ensure adherence to client SLAs, internal policies, and data protection norms.
Desired Skills & Competencies :
Education :
Graduate / Post-Graduate in any discipline.
Create a job alert for this search
Quality Analyst • Jūnāgadh, Republic Of India, IN