QA Analyst

Job Title: Senior Quality Analyst – International Voice Process

Company: Teletrix Infotech (OPC) Pvt. Ltd.

Location: Park Circus, Kolkata (On-site)

Work Hours: 5:30 AM – 2:30 PM IST

Experience Required: Minimum 2 years in international voice process or call auditing (BPO/Contact Center environment)

Salary Range: ₹18,000 – ₹20,000 INR per month

About the Company: Teletrix Infotech (OPC) Pvt. Ltd. is the official Indian technology partner of Automate Accelerator, a leading Australian tech and marketing firm. We specialize in delivering data-driven, high-impact solutions across digital marketing, content, data operations, and customer experience. Our rapidly growing team works with global clients to deliver consistent service quality and operational efficiency.

Role Summary: We are seeking a seasoned Senior Quality Analyst to drive quality standards and performance excellence across voice and AI-driven support channels. This role is ideal for professionals with hands-on experience in monitoring international voice processes, identifying quality gaps, and enhancing team output through structured audits and feedback mechanisms.

Key Responsibilities:

• Conduct quality audits of customer interactions (voice and AI/chat-based) with a focus on international client expectations
• Evaluate agent performance, communication proficiency, process adherence, and compliance with client-specific standards
• Analyse recurring issues, identify training needs, and escalate critical quality breaches
• Develop and maintain quality scorecards, dashboards, and error trend reports for management review
• Lead feedback sessions with agents and team leaders, offering clear, actionable insights
• Collaborate with cross-functional teams to implement quality improvement initiatives
• Participate in calibration sessions with internal and external stakeholders to align on scoring and QA criteria
• Ensure timely documentation of audits, observations, and follow-ups for process transparency
• Support training teams in developing targeted content based on quality insights

Essential Qualifications:

• Minimum 2 years of experience in QA or call auditing roles, preferably in an international BPO or contact center
• Proven experience in monitoring voice-based customer service/support processes
• Strong command of English with the ability to detect tone, empathy, and language subtleties
• Familiarity with quality frameworks like COPC, Six Sigma (preferred but not mandatory)
• Proficiency in QA tools, ticketing systems, and MS Office (Excel, Word, PowerPoint)
• Ability to prepare audit reports, RCA, and performance summaries with minimal supervision
• Skilled in giving constructive feedback and driving agent improvement
• High attention to detail, time management, and process orientation

Preferred Skills:

• Exposure to AI/chatbot interaction monitoring
• Experience in client calibration and external audit handling
• Knowledge of service KPIs (AHT, CSAT, FCR, QA scores) and their impact on operations
• Ability to work with remote or hybrid QA teams

Work Location: Teletrix Infotech (OPC) Pvt. Ltd., Cegura Building, 3rd Floor, 9 Syed Amir Ali Avenue, Park Circus, Ballygunge, Kolkata – 700017 (Landmark: Near Zishan Restaurant)

Application Process: Send your updated resume to hr@teletrixinfotech.com with the subject line: “Senior Quality Analyst – International Voice Process”

Include:

• Updated CV highlighting QA and audit experience
• Summary of handled international processes and quality frameworks used
• Certifications (if any) related to Quality Assurance, Auditing, or Process Excellence

Note: Immediate joiners preferred. Applications reviewed on a rolling basis.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹20,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• QA/QC: 1 year (Required)

Language:

• English (Required)

Work Location: In person