Quality Analyst

Global Services; Ghaziabad District; On-site; INR 300,000 - 540,000; Full time

Job summary

Global Services is seeking a dedicated Quality Analyst to join our team in India. The role focuses on voice quality and call audits to ensure top-tier service quality and adherence to policies.

You will monitor performance, provide actionable feedback, and support training initiatives to elevate overall customer experience. The successful candidate will possess strong QA knowledge, experience in voice call auditing, fluency in Spanish, and excellent analytical and communication skills to drive

Qualifications

• Strong understanding of quality assurance principles and practices.
• Experience in voice quality assessment and call auditing.
• Proficiency in Spanish is essential for this role.
• Excellent analytical and problem-solving skills.
• Strong attention to detail and ability to work independently.
• Effective communication skills, both verbal and written.

Responsibilities

• Conduct regular audits of calls to assess quality and compliance with established standards.
• Analyze call data and provide actionable feedback to improve performance.
• Collaborate with team leaders to develop training programs based on audit findings.
• Maintain detailed records of audits and performance metrics.
• Assist in the development of quality assurance processes and procedures.
• Ensure that all quality standards are met and maintained across the team.
• Communicate effectively with team members and management regarding quality issues and improvements.

Skills

QA principles

Voice quality assessment

Call auditing

Spanish language

Analytical thinking

Attention to detail

Communication skills

Job description

We are seeking a dedicated Quality Analyst to join our team. The ideal candidate will be responsible for ensuring the highest standards of quality in our services, particularly focusing on voice quality and call audits. As a Quality Analyst, you will play a crucial role in monitoring and evaluating the performance of our customer service representatives, ensuring that they adhere to company policies and deliver exceptional service to our clients.

Key Responsibilities:

• Conduct regular audits of calls to assess quality and compliance with established standards.
• Analyze call data and provide actionable feedback to improve performance.
• Collaborate with team leaders to develop training programs based on audit findings.
• Maintain detailed records of audits and performance metrics.
• Assist in the development of quality assurance processes and procedures.
• Ensure that all quality standards are met and maintained across the team.
• Communicate effectively with team members and management regarding quality issues and improvements.

Required Skills:

• Strong understanding of quality assurance principles and practices.
• Experience in voice quality assessment and call auditing.
• Proficiency in Spanish is essential for this role.
• Excellent analytical and problem-solving skills.
• Strong attention to detail and ability to work independently.
• Effective communication skills, both verbal and written.

If you are passionate about quality assurance and have a keen eye for detail, we encourage you to apply for this exciting opportunity to contribute to our team's success.