Process Improvement Analyst - US Voice

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.