Quality Analyst

IntouchCX

1 - 4 years

3 - 4 Lacs

hyderabad

Posted:19 hours ago| Platform:

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Skills Required

transaction monitoring quality analyst excellent c1 communication skils customer support international voice process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Hiring: Quality Assurance Analyst International Voice

We’re changing the way people think about customer service, and we need your help!

Role Overview:

What You’ll Do:

Monitor and evaluate CSRs/Tier 2s across all channels.
Conduct weekly QA checks and coaching sessions.
Participate in calibration, partner, and internal review meetings.
Research escalations and co-deliver coaching with Team Leaders/Operations Managers.
Report issues with scripts and escalate to relevant teams.
Share important updates and correspondence with CSRs/Tier 2 members.
Support additional QA-related duties as required.

What We’re Looking For:

Minimum: High school diploma or equivalent.
1+ year of frontline contact center experience (preferred).
1–2 years of QA experience (preferred).
Excellent C1-level verbal and written communication skills.
Proficiency in MS Office (Excel, Word, Outlook).
Typing speed: 30 WPM with accuracy.
Strong organizational, problem-solving, and decision-making skills.
Ability to work in high-pressure environments with multiple tasks.
Flexible to work in varied shifts, including evenings and holidays.

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