Analyst - Voice Quality

Unimrkt Research; Gurugram District; On-site; INR 400,000 - 600,000; Full time

Job summary

Unimrkt Research in Gurugram, Haryana invites applications for Analyst – Voice Quality. The role centers on monitoring respondent calls and evaluating quality against defined standards and client guidelines.

You will deliver structured feedback to drive performance improvements while maintaining comprehensive documentation and compliant reporting. Ideal candidates have 6 months of QA/quality analysis in voice processes, strong English communication, and proficiency in MS Excel.

Qualifications

• Fresh post-grads with strong communication are encouraged to apply.
• Graduate or postgraduate with at least 6 months of QA/Quality Analyst experience in a voice process.
• Prior call monitoring or quality evaluation experience is required.

Responsibilities

• Monitor and evaluate calls to ensure adherence to defined quality standards.
• Provide clear and constructive one-on-one feedback to employees to support performance improvement.
• Participate in calibration sessions to maintain consistency and accuracy in quality evaluations.
• Prepare and update quality scorecards, reports, and MIS on a regular basis.
• Support coaching initiatives and follow-ups to track employee improvement post feedback.
• Ensure alignment with SOPs, internal policies, and client guidelines during evaluations.
• Maintain proper documentation of evaluations, feedback, and quality findings.

Skills

MS Excel

Communication

Team collaboration

Attention to detail

Problem solving

Adaptability

Independence

Education

Bachelor's/Master's in any field

Quality Assurance training

Tools

MS Excel

Job description

The Analyst – Voice Quality is responsible for monitoring and evaluating respondent interaction calls to ensure adherence to defined quality standards, compliance requirements, and client guidelines. The role focuses on driving continuous improvement through structured feedback, accurate reporting, and collaboration with stakeholders to enhance overall service quality.

Key Responsibilities:

• Conduct regular call monitoring and evaluations to ensure adherence to defined quality standards, scripts, and compliance requirements
• Provide clear and constructive one-on-one feedback to employees to support performance improvement
• Participate in calibration sessions to maintain consistency and accuracy in quality evaluations
• Prepare and update quality scorecards, reports, and MIS on a regular basis
• Support coaching initiatives and follow-ups to track employee improvement post feedback
• Ensure alignment with SOPs, internal policies, and client guidelines during all evaluations
• Maintain proper documentation of evaluations, feedback, and quality findings
• Excellent written and verbal communication skills in English
• Working knowledge of MS Excel for data tracking, reporting, and analysis
• Strong interpersonal skills with the ability to collaborate effectively within and across teams
• Problem-solving mindset with the ability to handle challenges and unexpected situations efficiently
• Ability to adapt quickly in a dynamic work environment and manage multiple priorities
• Strong team player with the ability to work independently while ensuring timely completion of tasks
• Attention to detail with a focus on accuracy and quality standards

Qualifications & Experience:

• Post-graduate freshers with strong communication skills are encouraged to apply.
• Graduate/Post-Graduate candidates in any stream with minimum 6 months of experience in a Quality Analyst/ Quality Assurance role, preferably in a voice-based process may apply.
• Prior experience in call monitoring, quality evaluation, and performance feedback is required.
• Certification or training in Quality Assurance, Customer Experience, or related areas will be an added advantage.