Quality Analyst

Imarque Solutions; Kolkata District; On-site; INR 350,000 - 650,000; Full time

Job summary

Imarque Solutions in Kolkata, West Bengal invites applications for a Quality Analyst to monitor voice interactions and ensure quality across processes. The role focuses on identifying gaps, providing actionable feedback to agents, and maintaining audit records to generate insightful quality reports.

Collaborate with training and operations teams to drive service quality, ensure compliance with company standards, and conduct calibration sessions to align with QA parameters.

Qualifications

• Minimum 1 year of experience as a Quality Analyst.
• Proficient in MS Office.
• Excellent analytical and listening skills.

Responsibilities

• Monitor and evaluate voice interactions for quality assurance.
• Identify process gaps and provide actionable feedback to agents.
• Maintain audit records and prepare quality reports.
• Collaborate with training and operations teams to improve service quality.
• Ensure adherence to company standards and compliance guidelines.
• Conduct calibration sessions to align with quality parameters.

Skills

MS Office

Analytical skills

Listening skills

Job description

Role and Responsibilities

• Monitor and evaluate voice interactions for quality assurance.


• identify process gaps and provide actionable feedback to agents.


• Maintain audit records and prepare quality reports.


• Collaborate with training and operations teams to improve service quality.


• Ensure adherence to company standards and compliance guidelines.


• Conduct calibration sessions to align with quality parameters.

Preferred candidate profile

• Minimum 1 year of experience as a Quality analyst on papers.


• Proficient in MS Office.


• Excellent analytical and listening skills.

Address

iMarque Solutions,

8th Floor, Millenium City IT Park,Tower 1, Sector 5, Salt Lake,

Kolkata, West Bengal 700091. Near College more