QA Anayst

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: ₹15,000 – ₹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 are reviewed on a rolling basis.