Quality Analyst - Customer Support Domain

Role Overview: As a Quality Analyst in the Voice Process BPO team in Mangalore, your primary responsibility will be to monitor, evaluate, and enhance the quality of inbound and outbound voice calls handled by agents. By analyzing quality trends and providing feedback, you will play a crucial role in ensuring customer satisfaction, process adherence, and compliance with company policies. Key Responsibilities: - Monitor and evaluate inbound and outbound voice calls to assess agent performance and adherence to quality standards. - Provide constructive feedback and coaching to agents for improving call quality and customer interactions. - Identify process gaps or training needs by analyzing quality trends. - Maintain and update call quality scorecards and audit reports. - Collaborate with the training team to design refresher sessions and process improvements. - Ensure compliance with internal quality standards and external regulations. - Participate in calibration sessions to align quality expectations with clients and internal stakeholders. - Support the implementation of quality improvement initiatives. Qualification Required: - Bachelor's degree preferred. - 2+ years of experience as a Quality Analyst in a voice-based BPO environment. - Excellent communication and listening skills. - Strong knowledge of call center metrics, KPIs, QA tools, and call monitoring software. - Ability to provide constructive feedback professionally. - Analytical mindset with attention to detail. - Proficiency in MS Excel and reporting. - Experience in international voice processes, CRM, and ticketing systems. Additional Details: The role is full-time and involves working in a fast-paced, high-volume environment. The position requires in-person work at the specified location in Mangalore.,