Quality Analyst (Analyst I)

Company Description

Etech Global Services, founded in 2003 in Nacogdoches, Texas, has grown into a leading global contact center employing over 3,600 professionals across 8 locations in the U.S., Jamaica, and India. The company delivers over 200 million voice, chat, and email interactions annually, along with more than 54 million quality evaluations each year. Etech is known for its servant leadership approach, blending intelligent automation with human expertise to provide outcome-driven customer experiences (CX). The organization offers advanced proprietary tools, such as Etech Insights, QEval, and Etech Technology Solutions, to enhance customer engagement, facilitate coaching, and improve compliance. Etech is committed to building strong brands, deepening relationships, and delivering measurable results to its clients.

Role Description

This is a full-time on-site role for a Quality Analyst located in Gandhinagar. The Quality Analyst will be responsible for monitoring and analyzing customer interactions to ensure compliance with quality standards, identifying process improvement opportunities, and providing actionable insights. The role involves collaborating with team members to optimize workflows, conducting evaluations, preparing reports, and presenting recommendations for continuous performance enhancement.

Qualifications

• Proficiency in quality evaluation, performance monitoring, and root cause analysis
• Knowledge of best practices in customer service processes and compliance standards
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Proficiency in using quality assurance tools and platforms, preferably QEval or a similar QA platform
• Attention to detail and the ability to handle data-driven decision making
• Team collaboration and interpersonal skills to work effectively across departments
• Prior experience as a Quality Analyst or in a similar quality management role in customer service is a plus
• Bachelor’s degree or equivalent in a relevant field is an advantage