Quality Analyst

Were Hiring - Quality Analyst (International Voice Process)

Location:

Experience Required:

Employment Type:

Working Days/Shift:

Quality Analyst (International Voice Process)

Key Responsibilities:

• Quality Monitoring:

  Evaluate and audit customer calls to ensure adherence to company standards, scripts, and compliance guidelines.

• Performance Analysis:

  Analyze performance metrics, identify improvement areas, and recommend corrective actions.

• Feedback & Training:

  Provide structured feedback to agents and support the training team in designing development programs.

• Documentation:

  Maintain accurate records of QA assessments, reports, and action plans.

• Process Improvement:

  Work with management to refine QA frameworks, tools, and strategies.

• Compliance:

  Ensure all QA activities align with company policies, industry standards, and client requirements.

Qualifications:

• Education:

  Bachelors degree.

• Experience:

  Minimum 4 years overall experience, with at least 1 year in QA for international voice processes.

• Skills Required:

• Strong knowledge of QA parameters and metrics for voice processes.
  
• Excellent analytical and problem-solving skills.
  
• Strong verbal and written communication.
  
• Proficiency in QA tools/software.
  
• Good understanding of customer service principles.
  

• Other Requirements:

• Flexibility to work in different shifts (including nights/weekends).
  
• Ability to work under pressure and meet deadlines.
  

What We Offer:

• Dynamic and collaborative work environment.
  
• Growth opportunities within QA and operations.
  
• Competitive salary and benefits.
  

If you or someone you know fits this role, apply directly through the job post or share your resume at navya_b@trigent.com