Quality Analyst

Rhysley; New Delhi; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Rhysley is seeking an experienced Quality Analyst (QA) Specialist to support customer service operations by ensuring quality standards across voice and digital channels. The role focuses on QA monitoring, audits, RCA, and process improvement within an international contact center environment.

The candidate will evaluate interactions, provide structured feedback, and collaborate with Operations to drive continuous improvement, data-driven decision making, and AI-assisted quality initiatives.

Qualifications

• Minimum 5 years of QA experience in international call center or similar.
• Strong knowledge of quality monitoring and evaluation frameworks.
• Experience with RCA and corrective actions.
• Ability to provide structured, data-driven feedback.
• Experience with voice and digital channels (WhatsApp/chat).

Responsibilities

• Conduct quality monitoring and audits for voice calls and WhatsApp/chat support.
• Evaluate CSR performance against quality parameters and customer experience standards.
• Perform Root Cause Analysis to identify issues and recommend CAPA.
• Identify process gaps and training opportunities through quality assessments.
• Provide structured and actionable feedback to CSRs, Team Leaders, and Operations.
• Prepare and maintain QA reports, audit findings, and performance trends.
• Analyze quality data to identify patterns and improvements.
• Support AI-based monitoring tools and automated auditing processes.
• Collaborate with Team Leaders and Operations to improve service quality.
• Ensure consistent application of QA guidelines and evaluation frameworks.

Skills

Quality monitoring

Call auditing

Root Cause Analysis

Feedback delivery

QA reporting

Stakeholder management

AI-based QA tools

Tools

AI-based monitoring tools

Automated auditing

Job description

Job Description: Quality Analyst (QA) Specialist Customer Service Operations

Position Overview

We are looking for an experienced Quality Assurance (QA) Specialist to support customer service operations by ensuring quality standards across voice and digital support channels. The ideal candidate will have strong experience in quality monitoring, call/chat auditing, root cause analysis, and process improvement within a customer service or international contact center environment.

The role will focus on evaluating customer interactions, identifying performance gaps, providing structured feedback, preparing quality reports, and collaborating with Operations teams to drive continuous improvement.

Key Responsibilities

• Conduct quality monitoring and audits for customer interactions across voice calls and WhatsApp/chat support channels.
• Evaluate CSR performance against defined quality parameters, compliance requirements, and customer experience standards.
• Perform Root Cause Analysis (RCA) to identify recurring issues and recommend corrective and preventive actions.
• Identify process gaps, performance improvement areas, and training opportunities through detailed quality assessments.
• Provide structured and actionable feedback to CSRs, Team Leaders, and Operations teams.
• Prepare and maintain QA reports, audit findings, quality scores, performance trends, and improvement insights.
• Analyze quality data to identify patterns and recommend operational improvements.
• Support the implementation and optimization of AI-based quality monitoring tools and automated auditing processes.
• Work closely with Team Leaders and Operations Management to improve service quality and customer experience.
• Ensure consistent application of QA guidelines, evaluation frameworks, and quality standards.

Required Skills & Experience

• Minimum 5 years of relevant QA experience, preferably in an international call center/contact center or similar customer service environment.
• Strong understanding of quality monitoring frameworks, call auditing, and chat evaluation processes.
• Hands-on experience in Root Cause Analysis (RCA) and corrective action planning.
• Ability to identify operational gaps and provide structured, data-driven feedback.
• Experience supporting both voice-based CSR operations and digital channels such as WhatsApp/chat processes.
• Strong analytical skills with the ability to prepare QA reports, dashboards, trend analysis, and actionable insights.
• Familiarity with AI-based monitoring tools and automated quality assessment processes.
• Excellent communication, coordination, and stakeholder management skills.
• Ability to collaborate effectively with Team Leaders, Operations Managers, and cross-functional teams.

Preferred Qualifications

• Experience working in a global customer support environment.
• Knowledge of customer experience metrics, quality frameworks, and continuous improvement methodologies.
• Exposure to digital customer engagement platforms and AI-enabled QA solutions.

Key Competencies

• Quality-focused mindset
• Analytical and problem-solving ability
• Attention to detail
• Strong communication skills
• Process improvement orientation
• Ability to work collaboratively with operations teams