Quality Analyst

1 week ago

Bengaluru, Karnataka, India Trigent Software Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Were Hiring - Quality Analyst (International Voice Process)

Location: Bengaluru

Experience Required: 4+ years (minimum 1 year in QA for international voice processes)

Employment Type: Full-Time

Working Days/Shift: Night Shifts( Rotational)

Job Description

We are seeking a skilled Quality Analyst (International Voice Process) to join our team. The ideal candidate will have hands-on experience in monitoring, evaluating, and improving voice-based interactions. You will play a critical role in ensuring that our customer service quality standards are consistently achieved and exceeded.

Key Responsibilities:

  • Quality Monitoring: Evaluate and audit customer calls to ensure adherence to company standards, scripts, and compliance guidelines.
  • Performance Analysis: Analyze performance metrics, identify improvement areas, and recommend corrective actions.
  • Feedback & Training: Provide structured feedback to agents and support the training team in designing development programs.
  • Documentation: Maintain accurate records of QA assessments, reports, and action plans.
  • Process Improvement: Work with management to refine QA frameworks, tools, and strategies.
  • Compliance: Ensure all QA activities align with company policies, industry standards, and client requirements.

Qualifications:

  • Education: Bachelors degree.
  • Experience: Minimum 4 years overall experience, with at least 1 year in QA for international voice processes.

  • Skills Required:

  • Strong knowledge of QA parameters and metrics for voice processes.

  • Excellent analytical and problem-solving skills.
  • Strong verbal and written communication.
  • Proficiency in QA tools/software.

  • Good understanding of customer service principles.

  • Other Requirements:

  • Flexibility to work in different shifts (including nights/weekends).

  • Ability to work under pressure and meet deadlines.

What We Offer:

  • Dynamic and collaborative work environment.
  • Growth opportunities within QA and operations.
  • Competitive salary and benefits.

If you or someone you know fits this role, apply directly through the job post or share your resume

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