Quality Analyst

We are seeking a skilled and detail-oriented Quality Analyst (QA) to join our team. The role will primarily focus on conducting audits of international customer service calls. An ideal candidate must have hands-on experience auditing international voice processes, with a strong understanding of quality frameworks and compliance standards in a call center environment.

Responsibilities

• Perform daily call audits (minimum 10-12 audits / day) to ensure adherence to process, compliance, and quality standards.
• Evaluate customer interactions for communication skills, product knowledge, resolution effectiveness, soft skills, and compliance parameters.
• Document audit findings clearly and accurately and share feedback with stakeholders.
• Identify process gaps, agent-level coaching needs, and areas for improvement.
• Work closely with operations, training, and client teams to drive quality improvements.
• Participate in calibration sessions with the client and internal teams to align quality standards.
• Generate daily / weekly / monthly QA reports and present actionable insights.
• Support quality improvement initiatives and suggest process enhancements.

Requirements

This job was posted by Sangeetha M from ADF Data Science.

Skills Required

call scoring mechanisms, QA tools, compliance frameworks