Quality Analyst – Voice Process

Created date: 2025-01-24
Valid upto: 2025-03-25

Job Title: Quality Analyst – Voice Process

Key Responsibilities:

Conduct quality analysis across multiple campaigns to ensure 100% qualified deliverables.
Monitor calls and provide constructive feedback to team members to enhance service quality and address inquiries effectively.
Perform root cause analysis and create action plans for identified errors.
Conduct calibration sessions to identify variances and maintain alignment with quality standards.
Identify opportunities for process improvement and implement relevant projects.
Audit calls for the operations team, providing feedback for any deviations from standard parameters.
Assist team members in resolving open support requests and provide information on upgrading or other queries.
Demonstrate ownership and a proactive approach to resolving issues in a timely manner.
Enhance customer satisfaction by focusing on initiatives critical to successful customer interactions.
Prepare and share business reports with the reporting manager on a daily/weekly basis or as required.

Qualification :

Bachelor degree

Desired Candidate Profile:

2–3 years of experience in an international voice customer service role.
Preferred experience in the service industry, particularly with data handling and information management.
Strong teamwork skills and the ability to manage a diverse workload.
Excellent verbal and written communication skills in English with a neutral accent.
Willingness to work in both day and night shifts.
Knowledge of quality assurance methodologies and tools is an advantage.
Proficiency in MS Office, especially Excel and PowerPoint.
Strong attention to detail and good documentation skills.

Location: Ahmedabad

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