Quality Analyst For international customer support @ Bangalore

Job Description:

The Specialist Quality will be responsible for evaluating and ensuring high-quality customer interactions in an international voice-based contact center. This role focuses on monitoring calls, identifying opportunities for improvement, and ensuring compliance with internal and client-specific standards. The ideal candidate should have hands-on experience with voice quality audits and a strong understanding of international contact center metrics.

Key Responsibilities:

• Conduct call audits to evaluate communication, customer experience, compliance, and process adherence
• Identify and flag deviations from quality parameters and suggest corrective actions
• Share constructive feedback with agents to improve call handling and service delivery
• Track and report quality scores and agent performance data regularly
• Collaborate with Team Leaders and Trainers to support performance improvement plans
• Participate in calibration sessions with internal and client teams
• Maintain quality dashboards, audit logs, and documentation in a timely and accurate manner
• Stay updated on project-specific KPIs and quality requirements
• Assist in process improvement initiatives to enhance customer satisfaction and efficiency

Qualifications:

Education:

• Bachelor’s degree.

Experience:

• Minimum of 4 years’ experience in a quality assurance role within a contact center environment.
• At least 1 year of experience as a quality analyst
• Experience in an international voice contact center is highly desirable.

Skills:

• Strong experience in inbound international contact center operations
• Deep understanding of international contact center metrics (AHT, CSAT, FCR, Quality %, etc.)
• Hands-on experience in call monitoring and voice quality audits
• Proficient in applying the 7 QC tools
• Good exposure to Six Sigma methodologies
• Strong analytical and reporting skills, with proficiency in MS Excel and quality tools
• Excellent communication, coaching, and interpersonal skills
• Ability to work independently and collaborate across teams

Key Competencies:

• Attention to detail
• Strategic thinking
• Customer-focused approach
• Leadership and motivational skills
• Adaptability and resilience
• Effective communication and feedback
• Analytical thinking
• Problem-solving orientation

Interested folks can please share your update cv to : sunkari.srikanth@sagility.com

or whats app your cv on : 9949217482