US CALL CENTER QUALITY ANALYST

TITLE: CALL CENTER QUALITY ANALYST FOR US PROCESS (STRICTLY NIGHT SHIFT ONLY)

FRESHERS / STUDENTS DO NOT APPLY

THIS IS NOT IT / SOFTWARE QUALITY ANALYST POSITION. THIS IS PURELY INTERNATIONAL CALL CENTER QA POSITION. 

DO NOT APPLY IF YOUR CURRENT CTC IS ABOVE 2.5 LPA. 

CTC ON OFFER: MAXIMUM 20% HIKE ON YOUR CURRENT CTC. ONLY FOR EXCEPTIONAL CASES NEGOTIABLE

CANDIDATES FROM KOLKATA SHALL BE PREFERRED

PLEASE READ BEFORE APPLYING. IMMEDIATE JOINERS ONLY PLEASE. 

CANDIDATE MUST POSSESS AT LEAST 3 YEARS OF EXPERIENCE IN INTERNATIONAL BPO AS QA ANALYST IS MUST

CANDIDATE MUST BE WILLING TO WORK IN NIGHT SHIFT

5 DAYS WORKING WEEK WITH FRIENDLY WORKING ATMOSPHERE

Skills and Qualifications:

● Must be 18 years of age or older.

● High school diploma or equivalent required.

● International Call Center QA Experience of 3 years is must

● Positive attitude with a willingness to engage with leadership.

● Flexible, able to multitask, and capable of managing workload efficiently.

● Detail-oriented team player with strong organizational skills.

General Job Responsibilities:

The Quality Analyst will monitor agent and customer interactions to assess call quality, ensure adherence to compliance standards, and communicate results to stakeholders and leaders. The role supports staff development and contributes to improved overall quality.

Job Duties:

● Monitor employee and customer interactions (both real-time and recorded) to assess and score quality based on client, company, and compliance expectations. Meet daily, weekly, and monthly call monitoring quotas and goals.

● Conduct special project audits, including but not limited to emails, verbatim research, and other quality-related evaluations.

● Attend and actively participate in meetings, training sessions, and presentations to gain business insights and contribute to quality improvement initiatives.

● Professionally communicate findings with leaders through reports, emails, and chat platforms.

● Accurately and efficiently deliver quality measurements to support operations.

● Identify areas for improvement and present findings to leadership for coaching and performance enhancement.

● Create and deliver client assignments for QA database

● Help create and maintain speech analytics

● Perform other duties as assigned.