Quality analyst|International|04082025

TGBPL TP India - IBU; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

TGBPL TP India - IBU in Hyderabad seeks a Quality Analyst to monitor and evaluate inbound and outbound calls and other customer interactions. The role involves documenting quality issues and providing feedback for improvement, fostering a culture of continuous learning and adherence to quality standards.

The ideal candidate will have a professional/university degree and 1-2 years of experience. Strong independent work skills and knowledge of quality monitoring practices are essential.

Qualifications

• Approximately 1-2 years of practical professional experience.
• Proficient in executing established standards.
• Ability to work independently within set frameworks.

Responsibilities

• Monitors and evaluates call quality for accuracy.
• Documents quality issues and performance measures.
• Provides feedback and supports education of call participants.
• Continuously improves day-to-day processes.

Skills

Executing established standards

Quality monitoring

Independent working

Education

Professional/university degree

Job description

Job Description

Monitors and evaluates the quality of inbound and outbound telephone calls and other customer contact methods (email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

Positions require proficiency in executing established standards, working independently within set frameworks, and following set courses. Typically based on a professional/university degree and approximately 1-2 years of practical professional experience.

Responsibilities

• Monitors and evaluates call quality for accuracy and adherence to quality standards.
• Documents quality issues and performance measures.
• Provides feedback and supports formal education of call participants.
• Develops own knowledge, shares best practices, and develops relevant solutions.
• Continuously improves day‑to‑day activities/processes.
• Might serve as a formal team leader of junior co‑workers and set day‑to‑day operational objectives.

Qualifications

• Professional/university degree and approximately 1-2 years of practical professional experience.
• Proficient in executing established standards.
• Ability to work independently and within set frameworks.
• Knowledge of quality monitoring and documentation practices.

Teleperformance is an Equal Opportunity Employer.