Quality Analyst

Moveinsync Technology Solutions

3 - 6 years

4 - 6 Lacs

hyderabad

Posted:7 hours ago| Platform:

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Skills Required

call monitoring call audit 7qc qc tools

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title

Quality Analyst Commute Operations

Experience

2–5 years (Voice & Email Quality preferred)

Job Summary

The Quality Analyst will audit employee commute support interactions (calls and emails), ensure adherence to quality standards, publish quality scores, identify behavioral and process gaps, and work closely with Operations to improve overall service quality.

Key Responsibilities

Conduct
daily audits of calls and emails
, ensuring category-wise sampling.
Publish
daily and weekly quality scores
and share insights with Ops teams.
Identify
BQ
and provide actionable feedback.
Support Ops through
calibration sessions, coaching inputs, and performance improvement actions
.
Identify
process and technology gaps
impacting quality and coordinate with stakeholders for closure.
Track quality trends and drive continuous improvement initiatives.

Requirements

Experience in
Voice & Email Quality Audits
Strong communication, analytical, and feedback skills
Ability to collaborate with Ops, Training, and Tech teams
Proficiency in Excel/Sheets and basic reporting

Preferred Skills

Experience in operations or employee support environments
Familiarity with quality scorecards and calibration processes

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