Quality Analyst - US Process

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 :

Minimum 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.

Education :

Graduate / Post-Graduate in any discipline.