Quality Analyst- International Voice Process

Gratitude India Pvt Ltd; Kolkata District; On-site; INR 350,000 - 480,000; Full time

Job summary

Gratitude India Pvt Ltd in Kolkata is seeking a QA auditor to monitor and evaluate customer interactions across calls, emails, and chats, as well as transaction processing activities. The role requires documenting findings and identifying gaps from SOPs.

Candidate should have strong understanding of QA methodologies and audit processes in BPO/ITES, with experience in voice and non-voice quality audits, to help improve service quality and compliance.

Qualifications

• Strong understanding of QA methodologies and audit processes in BPO/ITES.
• Experience in voice/non-voice quality audits.

Responsibilities

• Monitor and evaluate customer interactions (calls, emails, chats) and/or transaction processing activities.
• Identify process gaps, errors and deviations from SOPs.

Skills

QA methodologies

Audit processes

Quality audits

BPO/ITES experience

Job description

Monitor and evaluate customer interactions (calls, emails, chats) and/or transaction processing activities. Conduct regular audits and document findings accurately. Identify process gaps, errors, and deviations from SOPs.

Required Candidate profile

Strong understanding of QA methodologies and audit processes in BPO/ITES. Experience in voice/non-voice quality audits.

Skills highlighted with ‘‘ are preferred keyskills