Quality Analyst-International Voice-Immediate Openings

Sagility India; Hyderabad; On-site; INR 500,000 - 800,000; Full time

Job summary

Sagility India is urgently hiring a Quality Analyst for US Voice Process. The role focuses on auditing customer interactions, call monitoring, and coaching agents to improve service quality and ensure compliance with standards.

Strong experience in international voice processes and quality evaluation is required. Candidate should have a Bachelor's degree and 4+ years in International Voice Process, with 1+ year specifically as QA/Auditor in inbound/outbound calls.

Qualifications

• Graduate required with International Customer Service experience
• QA on papers with 1-2 years' experience would be preferred
• Participate in day-to-day call audits to measure service quality standards
• Identify areas for improvement and implement resolutions to increase client satisfaction and profitability

Responsibilities

• Audit customer interactions and monitor calls to assess quality
• Coach agents to improve service levels and outcomes
• Identify and implement process improvements to boost client satisfaction and profitability
• Train and guide Supervisors and CSRs within the organization
• Maintain clean, safe, and unobstructed work areas and follow safety practices

Skills

Quality audits

CSAT/NPS analysis

RCA

Coaching

English proficiency

Process improvement

Call monitoring

Education

Bachelor's Degree

Job description

We are urgently hiring a Quality Analyst for US Voice Process.

This role focuses on auditing customer interactions, Call auditing and monitoring, coaching agents for service improvement, and ensuring compliance with quality and customer service standards. The candidate must have a strong background in international voice processes with proven quality evaluation expertise.

Key Responsibilities

Graduate required with International Customer Service experience

QA on papers with 1-2 years' experience would be preferred

Participate in day-to-day call audits to measure service quality standards
Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis. Areas for improvement should be targeted at increasing client satisfaction and/or company profitability.

Promote teamwork and cooperative effort.
Help train and provide guidance to other Supervisors and CSRs within the organization.
Maintain a clean, safe, and unobstructed work area, and practice good safety habits.

Job Requirements

Education

• Bachelor's Degree (Mandatory)

Experience

• Minimum 4+ years of total experience in an International Voice Process (US, UK, Australian, Canadian, or ANZ markets).
• Minimum 1+ year of experience specifically as a Quality Analyst/Auditor in an Inbound or outbound Voice Process.

Skills

Able to perform Quality Audits.

Excellent command over English (spoken and written).
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Expertise in CSAT/NPS Analysis, RCA and BQM.
Ability to improve and/or transform teams processes across functions within the organization.
Ability to understand basic data and take appropriate action.
Ability to drive individual and team efficiency and productivity through effective and efficient metric management.
Ability to coach, train, and motivate employees and evaluate their performance.
Ability to strategically lead and develop team towards improved performance.
Ability to delegate and manage work loads and projects across functions within the organization.
Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.

Additional Requirements

• Flexibility to work in rotational night shifts (Mandatory).
• Immediate joiners preferred.
• Strong understanding of customer service, compliance protocols, and quality standards.