Quality Analyst (International Voice Process)

Job description Job Title: Quality Analyst International Voice Process Location: Bangalore Shift: US Rotational Shifts CTC: 5 - 6 LPA (based on experience) Job Overview: We are seeking a detail-oriented and experienced Quality Analyst to evaluate and ensure the delivery of high-quality customer service in our international voice contact center. The ideal candidate will monitor calls, identify process gaps, and collaborate with stakeholders to drive continuous service improvement. Key Responsibilities: Monitor and evaluate inbound and outbound calls for quality, compliance, and customer service standards. Identify coaching needs and provide actionable feedback to agents for performance improvement. Conduct root cause analysis on quality issues and recommend process enhancements. Collaborate with Team Leads and Trainers to address quality gaps through targeted coaching and training. Maintain detailed quality reports and dashboards for regular performance tracking. Design quality assurance processes and audit frameworks to ensure compliance with client requirements. Participate in calibration sessions to align on scoring methods and maintain consistency. Support continuous improvement initiatives across customer service processes. Stay updated on product/process knowledge and quality standards. Qualifications: Bachelors degree (mandatory). 5+ years of experience in a contact center environment. At least 3-4 years of experience in a Quality Analyst or QA-related role, preferably in an international voice process. Willingness to work night shifts and rotational weekly offs. Type: Full Time, Permanent