Quality Analyst - International Voice Process

Gratitude India Pvt Ltd; Kolkata District, Hyderabad, Chennai District; On-site; INR 540,000 - 1,080,000; Full time

Job summary

Gratitude India Pvt Ltd in Kolkata is seeking experienced Quality Analysts for an International Voice Process. Candidates should have 4–10 years of QA/quality monitoring experience, strong English skills, and expertise in call evaluation, RCA, compliance, reporting, and coaching. Rotational/night shifts apply.

You will monitor calls, drive quality improvements, prepare reports, and coach agents to meet metrics, while ensuring compliance with client standards in a fast-paced BPO environment.

Qualifications

• 4–10 yrs experience with international voice operations and QA/quality monitoring exposure.
• Strong English, call evaluation,RCA,compliance, reporting and coaching skills.Kolkata WFO, rotational shifts

Responsibilities

• Monitor calls and perform QA/quality monitoring.
• Prepare and present quality reports and insights.
• Coach agents to improve performance and adherence to standards.
• Ensure compliance with client requirements and processes.

Skills

QA/Quality Monitoring

Call Evaluation

RCA

Compliance

Reporting

Coaching

English Proficiency

Job description

Hiring Quality Analysts for an International Voice Process in Kolkata. 4–10 yrs experience with QA/quality monitoring exposure. Strong call evaluation, compliance, RCA, reporting and coaching skills required. Rotational/night shifts.

Required Candidate profile

4–10 yrs experience with international voice operations and QA/quality monitoring exposure. Strong English, call evaluation,RCA,compliance, reporting and coaching skills.Kolkata WFO, rotational shifts