Quality Analyst- Voice Process

Job Summary:

Quality Analyst (QA)

Please share your cv at surbhi.malhotra@nlbtech.com

Key Responsibilities:

• Monitor and evaluate voice calls (inbound/outbound) to ensure adherence to quality standards and process compliance.
  
• Provide detailed feedback and coaching to agents to improve performance and customer satisfaction.
  
• Identify communication gaps, process deviations, and training needs.
  
• Maintain and update QA scorecards, call calibration reports, and audit sheets.
  
• Participate in call calibration sessions with clients and internal teams.
  
• Analyze trends and share insights to improve overall team quality and performance.
  
• Collaborate with Team Leaders, Trainers, and Operations to drive continuous improvement.
  
• Ensure compliance with company policies, data privacy, and regulatory standards.
  
• Prepare daily, weekly, and monthly quality reports and share with stakeholders.
  

Key Skills & Competencies:

• Excellent communication and listening skills (US English accent familiarity preferred).
  
• Strong analytical and problem-solving abilities.
  
• Attention to detail and accuracy in audit evaluations.
  
• Good understanding of customer service metrics (CSAT, FCR, AHT, QA scores, etc.).
  
• Proficiency in MS Excel, QA tools, and reporting dashboards.
  
• Ability to handle multiple tasks and work under pressure.
  
• Knowledge of calibration and quality frameworks (COPC, Six Sigma, etc.) preferred.
  

Qualifications & Experience:

• Graduate (any discipline).
  
• Minimum 2-

  5 years of experience

  as a Quality Analyst in an

  International Voice Process

  (US preferred).
• Experience in BPO/Contact Center environments is mandatory.
  
• Prior experience handling

  US customer service, technical support, or sales process

  will be an advantage.

Key Performance Indicators (KPIs):

• QA Accuracy and Calibration scores.
  
• Agent performance improvement rate.
  
• Reduction in repeat errors and customer complaints.
  
• Quality compliance and audit completion timeliness.
  

Work Environment:

• Night shift / rotational offs (aligned with US time zone).
  
• On-site setup (depending on company policy).