Quality Analyst – Contact Centre (IT Services)

Job Description

Job Title: Quality Analyst – Contact Centre (IT Services) Location: Chennai Position Type: Fulltime Experience: 7- 10 Years Skillsets Required: Voice Analyst, Quality Monitoring Software, Reporting Tools, Call Recording System. Responsibilities: The Quality Analyst will be responsible for auditing and improving the service quality of contact center operations focused on IT service delivery for customers in healthcare, fintech, and retail domains. This role will support coaching, compliance checks, and quality framework implementation aligned to domain-specific requirements. Monitor and evaluate agent interactions (calls, chats, tickets) for quality and compliance. Create QA scorecards tailored to customer domains (HIPAA for healthcare, PCI for fintech, etc.). Track performance trends and conduct root cause analysis to reduce error rates. Collaborate with training and floor teams to address quality gaps. Maintain documentation and participate in internal QA audits or customer evaluations. Recommend process improvements based on customer feedback and QA data. Required skills and qualifications: 6+ years of QA experience in IT service desks or contact centers. Exposure to healthcare, fintech, and retail contact center environments. Sound knowledge of domain-specific quality benchmarks and customer handling etiquettes. Strong experience in QA tools, reporting, and audit documentation. Effective in communication and mentoring frontline teams on quality standards.