Quality Analyst

Global Services; Thane; On-site; INR 350,000 - 550,000; Full time

Job summary

Global Services in Maharashtra is seeking a dedicated Quality Analyst to ensure the quality of our voice processes through regular call monitoring and auditing. You will assess service quality, provide actionable feedback, and help onboarding and training programs to maintain high standards.

You will collaborate with management to develop QA standards, prepare detailed quality metrics reports, and stay updated on industry best practices to drive continuous improvement in customer interactions.

Qualifications

• Experience in call monitoring and auditing for voice processes.
• Knowledge of linguistic quality analysis and voice process standards.
• Strong analytical and communication skills.
• Ability to provide constructive feedback and collaborate with team.
• Proficiency with quality monitoring tools and software.

Responsibilities

• Conduct regular call monitoring and auditing to assess service quality.
• Analyze call recordings and provide feedback to help staff improve.
• Collaborate with management to develop QA processes and standards.
• Prepare reports on quality metrics and present to stakeholders.
• Assist in training programs to enhance service quality.
• Stay updated with industry QA trends and best practices.

Job description

We are seeking a dedicated Quality Analyst to join our team in Maharashtra. The ideal candidate will be responsible for ensuring the quality of our voice processes through effective call monitoring and auditing. As a Quality Analyst, you will play a crucial role in maintaining high standards of service and ensuring that our operations meet the required quality benchmarks.

Key Responsibilities

• Conduct regular call monitoring and auditing to assess the quality of service provided by our team.
• Analyze call recordings and provide constructive feedback to team members to enhance their performance.
• Collaborate with management to develop quality assurance processes and standards.
• Prepare detailed reports on quality metrics and present findings to stakeholders.
• Assist in training and development programs for staff to improve service quality.
• Stay updated with industry trends and best practices in quality assurance and voice processes.

Required Skills

• Strong understanding of call monitoring and auditing processes.
• Familiarity with linguistic quality analysis and voice process standards.
• Excellent analytical and communication skills.
• Ability to provide constructive feedback and work collaboratively with team members.
• Proficiency in using quality monitoring tools and software.