Quality Analyst-Voice process

r3 Consultant; Maharashtra; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Opportunity to work on a highly critical role with direct impact

A learning environment that encourages unique problem-solving

Collaborative and diverse team atmosphere

Challenging work to keep your brain healthy

Job summary

A leading consultancy in Pune is seeking a Quality Assurance Specialist with a minimum of 2 years' experience in customer service or sales. The role involves developing internal support standards, providing feedback to sales agents, and creating strategies to improve support KPIs. Ideal candidates should have strong analytical and communication skills, with a proven track record. This position also offers a collaborative and diverse team environment, and opportunities for personal growth.

Qualifications

• Minimum 2 years of hands-on experience in quality assurance within customer service or sales.
• Proven track record of analytical skills.
• Strong communication skills, including the ability to deliver feedback effectively.

Responsibilities

• Develop and maintain internal support and call center quality standards.
• Discuss and explain feedback with agents in regular meetings.
• Create strategies to improve support KPIs.

Skills

Analytical skills

Strong communication skills

Good organizational skills

Problem-solving capabilities

Job description

Location

Pune

Roles and Responsibilities

• Develop and maintain internal support and call center quality standards
• Review a subset of sales agents' interactions (calls, emails, chats, etc.)
• Provide meaningful and constructive feedback on evaluations
• Discuss and explain feedback with agents in regular meetings
• Create strategies to improve support KPIs
• Assist agents in enhancing their performance through specific guidance and ongoing support
• Identify training and onboarding needs and initiate related projects
• Generate reports that reflect support performance
• Report the support team’s performance to senior management
• Participate in calibration sessions to ensure consistency in internal evaluations
• Contribute positively to team culture

Ideal Candidate

• Minimum 2 years of hands‑on experience in quality assurance within customer service or sales
• Proven track record of analytical skills
• Strong communication skills, including the ability to deliver (negative) feedback effectively
• Excellent people skills and the ability to build rapport
• Good organizational skills and knowledge of goal‑setting practices
• Experience with data visualization and understanding of support metrics
• Problem‑solving capabilities to create meaningful strategies to improve support quality

Perks and Benefits

• Opportunity to work on a highly critical role, which will have a direct and big impact
• A learning environment with supports looking at problems in unique ways
• Collaborative and diverse team which values mutual respect and clear communication
• Challenging work so that you can keep your brain healthy