Quality Analyst – International Inbound Voice
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Job Location:
Monthly Salary:
Posted on:
1 hour ago
Vacancies:
1 Vacancy
Job Summary
Job Summary
We are seeking a detail-oriented Quality Analyst to support an International Inbound Voice process. The role involves monitoring and evaluating customer interactions ensuring compliance with quality standards and driving continuous improvement to enhance customer experience and operational performance.
Key Responsibilities
Eligibility Criteria
Preferred Skills
Education
We are seeking a detail-oriented Quality Analyst to support an International Inbound Voice process. The role involves monitoring and evaluating customer interactions ensuring compliance with quality standards and driving continuous improvement to enhance customer experience and operational performance.
Key Responsibilities
- Monitor and evaluate inbound customer interactions (calls) as per defined quality standards
- Provide constructive feedback and coaching to agents to improve performance
- Track and report quality metrics such as CSAT QA scores compliance and process adherence
- Conduct calibration sessions with internal stakeholders to ensure scoring consistency
- Identify performance gaps and recommend actionable improvement plans
- Participate in client/internal audits and ensure adherence to quality frameworks
- Prepare and publish regular quality reports dashboards and insights
- Collaborate with Team Leaders and Operations to drive process improvements
- Support training teams by identifying learning needs based on quality findings
- Ensure compliance with company policies and client requirements
Eligibility Criteria
- Minimum 4 years of overall experience in BPO/Customer Support
- At least 1 year of experience as a Quality Analyst in an International Voice process (mandatory)
- Strong understanding of QA frameworks call auditing and quality metrics
- Excellent communication and feedback delivery skills
- Experience in handling performance metrics and quality benchmarks
- Flexibility to work in shifts
Preferred Skills
- Strong analytical and problem-solving abilities
- Attention to detail and ability to maintain high accuracy levels
- Ability to work under pressure and manage multiple priorities
- Knowledge of quality tools and reporting dashboards
Education
- Graduate in any discipline
