Quality Analyst – Voice Process

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.

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