Qureos Mentor

Applied Data Finance

Please Note: This is a temporary position for 6 months.About the Role: We are seeking a skilled and detail-oriented Quality Analyst (QA) to join our team. The role will primarily focus on conducting audits of international customer service calls, ideal candidate must have hands-on experience auditing international voice processes, with a strong understanding of quality frameworks and compliance standards in a call center environment.Key Responsibilities:<ul><li>Perform daily call audits (minimum 10&ndash;12 audits/day) to ensure adherence to process, compliance, and quality standards.</li></ul><ul><li>Evaluate customer interactions for communication skills, product knowledge, resolution effectiveness, soft skills, and compliance parameters.</li></ul><ul><li>Document audit findings clearly and accurately and share feedback with stakeholders.</li></ul><ul><li>Identify process gaps, agent-level coaching needs, and areas for improvement.</li></ul><ul><li>Work closely with operations, training, and client teams to drive quality improvements.</li></ul><ul><li>Participate in calibration sessions with client and internal teams to align quality standards. &bull; Generate daily/weekly/monthly QA reports and present actionable insights.</li></ul><ul><li>Support quality improvement initiatives and suggest process enhancements.</li></ul>Required Skills &amp; Experience:<ul><li>Minimum 6 months to 2 years of experience in a QA role within an international BPO/call center environment.</li></ul><ul><li>Proven experience in conducting call audits for international voice processes &ndash; preferably in BFSI/Lending domain.</li></ul><ul><li>Strong understanding of QA tools, call scoring mechanisms, and compliance frameworks. &bull; Excellent verbal and written communication skills in English.</li></ul><ul><li>Strong analytical skills and attention to detail.</li></ul><ul><li>Comfortable working independently and meeting daily productivity targets</li></ul>Job Type: Contractual / Temporary Contract length: 6 monthsWork Location: Remote

Quality Analyst

Join Applied Data Finance and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Applied Data Finance

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Quality Analyst