Quality Analyst

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

Job summary

Global Services in Pune, India is seeking a Quality Analyst to ensure top-tier service quality, with a focus on voice quality and call audits. You will monitor and evaluate the performance of customer service representatives to meet quality standards and deliver exceptional service to clients.

The role involves auditing calls, analyzing data, and partnering with team leaders to implement training and QA process improvements. Strong Spanish language skills and attention to detail are required.

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 company standards.
• Analyze call data and provide actionable feedback to improve performance.
• Collaborate with team leaders and management 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 assessment

Spanish language

Analytical skills

Attention to detail

Verbal & written communication

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 meet the company's quality standards and deliver exceptional service to our clients.

Key Responsibilities

• Conduct regular audits of calls to assess quality and compliance with company standards.
• Analyze call data and provide actionable feedback to improve performance.
• Collaborate with team leaders and management 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.