Quality Analyst – Voice Process (BPO)

Job Title: Quality Analyst – Voice Process (BPO) Location: Mysore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us: unifyCX (www.unifycx.com) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary: We are seeking a detail-oriented and analytical Quality Analyst to join our BPO team, focusing on voice process operations. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of calls handled by our agents to ensure customer satisfaction, adherence to process standards, and compliance with company policies. Key Responsibilities:  Monitor and evaluate inbound and outbound voice calls to assess agent performance against quality standards.  Provide constructive feedback and coaching to agents to improve call quality and customer interactions.  Analyze quality trends and identify process gaps or training needs.  Maintain and update call quality scorecards and audit reports.  Collaborate with the training team to design refresher sessions or process improvements.  Ensure compliance with internal quality standards and external regulations (as applicable).  Participate in calibration sessions with clients and internal stakeholders to align quality expectations.  Support the implementation of quality improvement initiatives. Skills Needed:    Proven experience (2+ years) as a Quality Analyst in a voice-based BPO environment.  Excellent communication and listening skills.  Strong knowledge of call center metrics and KPIs.  Familiarity with QA tools and call monitoring software.  Ability to provide constructive feedback in a professional and impactful manner.  Analytical mindset with attention to detail.  Ability to work in a fast-paced, high-volume environment.  Proficiency in MS Excel and reporting.  Experience in international voice process  Experience with CRM and ticketing systems.