Quality Analyst

3 days ago

Chennai India Applied Data Finance Full time

Job Description

We are seeking a skilled and detail-oriented Quality Analyst (QA) to join our team. The role will primarily focus on conducting audits of international customer service calls. An ideal candidate must have hands-on experience auditing international voice processes, with a strong understanding of quality frameworks and compliance standards in a call center environment.

Responsibilities

- Perform daily call audits (minimum 10-12 audits/day) to ensure adherence to process, compliance, and quality standards.
- Evaluate customer interactions for communication skills, product knowledge, resolution effectiveness, soft skills, and compliance parameters.
- Document audit findings clearly and accurately and share feedback with stakeholders.
- Identify process gaps, agent-level coaching needs, and areas for improvement.
- Work closely with operations, training, and client teams to drive quality improvements.
- Participate in calibration sessions with the client and internal teams to align quality standards.
- Generate daily/weekly/monthly QA reports and present actionable insights.
- Support quality improvement initiatives and suggest process enhancements.

Requirements

- Minimum 6 months to 2 years of experience in a QA role within an international BPO/call center environment.
- Proven experience in conducting call audits for international voice processes - preferably in the BFSI/Lending domain.
- Strong understanding of QA tools, call scoring mechanisms, and compliance frameworks.
- Excellent verbal and written communication skills in English.
- Strong analytical skills and attention to detail. Comfortable working independently and meeting daily productivity targets.

This job was posted by Sangeetha M from ADF Data Science.

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