Quality Analyst

Job Description

Job Title: Quality Analyst – UK Voice/Non-Voice Process Position Open- 1 Location: Noida ( onsite) Shift Timings: UK Shift (2:30 PM – 11:30 PM IST or as per business requirement) Working Days: 5 Days a Week Salary: Up to ₹35,000 per month + Incentive Job Summary: We are seeking a detail-oriented and analytical Quality Analyst to monitor and evaluate interactions between agents and customers for our UK-based client process. The QA will ensure that the process adheres to internal standards and client SLAs by identifying gaps, providing constructive feedback, and supporting continuous improvement initiatives. Key Responsibilities: Call/Chat/Email Auditing: Monitor voice and/or non-voice interactions to ensure compliance with quality standards, policies, and procedures. Quality Evaluation: Conduct daily/weekly audits as per defined sampling methodology and provide performance feedback. Root Cause Analysis: Identify recurring issues and recommend process improvements based on trend analysis. Reporting: Prepare and share quality reports, dashboards, and scorecards with team leads and managers. Feedback & Coaching: Collaborate with trainers and team leaders to provide feedback and support agent upskilling. Compliance & Accuracy: Ensure 100% adherence to client-specific quality guidelines and UK regulatory requirements (e.g., GDPR, FCA). Continuous Improvement: Participate in calibration sessions, quality review meetings, and contribute to best practice documentation. Key Requirements: Minimum 4 years of experience as a Quality Analyst in a UK BPO/Customer Service process Strong command over spoken and written English Familiarity with UK customer expectations, soft skills, and compliance guidelines Proficient in MS Excel, quality monitoring tools, and CRM platforms Analytical mindset with attention to detail Ability to work independently and as part of a team Preferred Skills (Nice to Have): Bachelor's degree or equivalent Experience in both voice and non-voice process QA Knowledge of UK regulations (GDPR, FCA, Treating Customers Fairly) Intereested Candidate Kindly Contact Rahul 9354261364(Whats up Number) 9870568293(Whats up Number) Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹35,000.00 per month Benefits: Cell phone reimbursement Schedule: Day shift Morning shift Experience: Excellent communication skills: 1 year (Preferred) sales : 1 year (Preferred) Work Location: In person Speak with the employer +91 9870568293