Quality Analyst

Atria Convergence Technologies (ACT); Bengaluru; On-site; INR 400,000 - 600,000; Full time

Job summary

ACT in Bengaluru is seeking a Quality Analyst to monitor live and recorded calls, assess communication quality, and ensure adherence to scripts. The role emphasizes call auditing, calibration, and data-driven feedback to improve agent performance.

Ideal candidates have 2+ years in QA within voice processes and are currently employed in QA roles. The position is based in Bengaluru and targets professionals with strong analytical and coaching skills.

Qualifications

• Must be currently employed in a QA role.
• Minimum 2+ years of core experience as a Quality Analyst in a Voice Process.
• Any Graduate.

Responsibilities

• Call Auditing: Conduct regular monitoring of live and recorded calls to evaluate communication skills, technical accuracy, and adherence to scripts.
• Quality Reporting: Prepare daily, weekly, and monthly quality reports
• Calibration Sessions: Lead and participate in internal and external calibration sessions to ensure consistency in scoring across the QA team.
• Feedback & Coaching: Provide constructive, data-driven feedback to agents and team leads to improve performance and bridge skill gaps.

Skills

Quality Assurance

Call Auditing

Feedback & Coaching

Education

Any Graduate

Job description

Role & responsibilities

• Call Auditing: Conduct regular monitoring of live and recorded calls to evaluate communication skills, technical accuracy, and adherence to scripts.
• Quality Reporting: Prepare daily, weekly, and monthly quality reports
• Calibration Sessions: Lead and participate in internal and external calibration sessions to ensure consistency in scoring across the QA team.
• Feedback & Coaching: Provide constructive, data-driven feedback to agents and team leads to improve performance and bridge skill gaps.

Preferred candidate profile

• Must be currently employed in a QA role.
• Minimum 2+ years of core experience as a Quality Analyst in a Voice Process.
• Any Graduate