Quality Analyst

Global Services; Gurugram District; On-site; INR 500,000 - 800,000; Full time

Job summary

Global Services seeks a dedicated Quality Analyst to ensure top quality in our services with a focus on voice quality and call audits. You will monitor customer service reps, provide actionable feedback, and help shape QA processes that elevate performance across the team.

The role requires strong analytical skills, attention to detail, and clear communication with team leaders to drive continuous improvement and training initiatives.

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

Quality assurance

Voice quality

Call auditing

Spanish

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.