Quality Analyst ( QA )

NOTE: This will be a contract position for 1 year.
About the Role:We are seeking a skilled and detail-oriented Quality Analyst (QA) to join our team. The role will primarily focus on conducting audits of international customer service calls, ideal candidate must have hands-on experience auditing international voice processes, with a strong understanding of quality frameworks and compliance standards in a call center environment.Key Responsibilities:Perform daily call audits (minimum 1012 audits/day) to ensure adherence to process, compliance, and quality standards.Evaluate customer interactions for communication skills, product knowledge, resolution effectiveness, soft skills, and compliance parameters.Document audit findings clearly and accurately and share feedback with stakeholders.Identify process gaps, agent-level coaching needs, and areas for improvement.Work closely with operations, training, and client teams to drive quality improvements.Participate in calibration sessions with client and internal teams to align quality standards.Generate daily/weekly/monthly QA reports and present actionable insights.Support quality improvement initiatives and suggest process enhancements.

Required Skills & Experience:
Minimum 2 years of experience in a QA role within an international BPO/call center environment.Proven experience in conducting call audits for international voice processes preferably in BFSI/Lending domain.Strong understanding of QA tools, call scoring mechanisms, and compliance frameworks.Excellent verbal and written communication skills in English.Strong analytical skills and attention to detail.Comfortable working independently and meeting daily productivity targets.