Quality Analyst - Voice Advanced

Gratitude India Pvt Ltd

Kolkata District

On-site

INR 350,000 - 750,000

Full time

5 days ago

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Job summary

Gratitude India Pvt Ltd is seeking a QA professional with 2–8 years of international voice/customer service experience to monitor interactions, identify issues, perform RCA, and prepare actionable reports. The role emphasizes analytics, coaching, and strict compliance to improve customer experience.

Utilities experience is preferred. The ideal candidate will demonstrate strong communication skills and the ability to drive continuous CX improvements within an international contact center

Qualifications

2–8 yrs experience in international voice/customer service
preferably 1–2 yrs as QA
Strong quality monitoring, RCA, communication, analytics, coaching and compliance skills

Responsibilities

Monitor advanced voice interactions and evaluate quality.
Identify critical errors and conduct RCA/calibration.
Prepare reports and support coaching and compliance.
Drive CX improvements; utilities experience preferred.

Skills

Quality monitoring

RCA

Analytics

Coaching

Compliance

Communication

Job description

Monitor advanced voice interactions, evaluate quality, identify critical errors, conduct RCA/calibration, prepare reports, support coaching and compliance, and drive CX improvements. Utilities experience preferred.

Required Candidate profile

2–8 yrs experience in international voice/customer service, preferably 1–2 yrs as QA. Strong quality monitoring, RCA, communication, analytics, coaching and compliance skills.

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