Quality Analyst

4 days ago

Mangalore, Karnataka, India Unify CX Full time ₹ 3,00,000 - ₹ 6,00,000 per year

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

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.

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