Quality Assurance Analyst

Urgent Opening – Quality Assurance (QA) Analyst

Canada Process | Night Shift

About Reflective Customer Solutions (RCS)

Reflective Customer Solutions (RCS) is a specialized outsourcing partner working with multiple Licensed Insolvency Trustees (LITs) across Canada. We support trustee firms by managing sales intake, back-office operations, marketing support, and client coordination for federally regulated debt relief programs, operating within strict OSB compliance frameworks. Our work directly helps Canadians facing financial stress navigate government-approved legal solutions, while enabling trustee firms across the country to scale operations efficiently, maintain regulatory standards, and focus on client outcomes.

We are looking for a Quality Assurance (QA) Analyst to monitor intake and client-support calls, ensure adherence to compliance standards, and provide structured, constructive feedback to improve performance and client experience. This role is critical in maintaining quality, accuracy, and regulatory alignment across conversations handled by our Sales Intake team supporting Canadian trustee firms.

Shift: 7:30 PM – 4:30 AM IST (Fixed Shift, Canada Process)

Employment: Full-time, Permanent

Key Responsibilities

• Monitor and evaluate recorded and live calls for quality, accuracy, and compliance
• Ensure conversations align with internal SOPs and approved scripts
• Identify gaps in communication, disclosures, and process adherence
• Provide clear, actionable feedback and coaching to Intake Executives
• Prepare QA reports, scorecards, and trend analysis
• Work closely with Team Leaders and Training teams to improve overall performance
• Flag compliance risks and recommend corrective actions

What We’re Looking For

• Minimum qualification: Graduate preferred
• Prior experience as a QA Analyst / Quality Auditor in BPO, Sales, or Voice Processes
• Strong understanding of call quality metrics, objection handling, and compliance checks
• Excellent listening, analytical, and documentation skills
• Ability to deliver feedback objectively and professionally
• Comfortable working with CRM systems and call-monitoring tools
• Residing in Mumbai, Navi Mumbai, Thane, or nearby suburbs
• Willing to work a permanent night shift

What we offer

• Evening/night shift with weekly offs.
• Career growth in a fast-scaling international organization
• Performance-driven, supportive work culture
• Modern office infrastructure and structured processes

This role is ideal for professionals who enjoy improving performance, reducing risk, and maintaining high standards in regulated environments.

Apply now or send CV to hr@reflectivecs.com

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