Quality Analyst- Voice Process

4 days ago

Gurgaon, Haryana, India NLB Services Full time ₹ 50,00,000 - ₹ 1,50,00,000 per year

Job Summary:

We are looking for a Quality Analyst (QA) to monitor and evaluate the quality of customer interactions in our US voice process. The QA will be responsible for ensuring compliance with process guidelines, identifying improvement opportunities, and enhancing customer experience through regular feedback and training support.

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 25 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).

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