Analyst - Voice Quality

Role Summary

The Analyst – Voice Quality is responsible for monitoring and evaluating respondent interaction calls to ensure adherence to defined quality standards, compliance requirements, and client guidelines. The role focuses on driving continuous improvement through structured feedback, accurate reporting, and collaboration with stakeholders to enhance overall service quality.

Key Responsibilities:

• Conduct regular call monitoring and evaluations to ensure adherence to defined quality standards, scripts, and compliance requirements
• Provide clear and constructive one-on-one feedback to employees to support performance improvement
• Participate in calibration sessions to maintain consistency and accuracy in quality evaluations
• Prepare and update quality scorecards, reports, and MIS on a regular basis
• Support coaching initiatives and follow-ups to track employee improvement post feedback
• Ensure alignment with SOPs, internal policies, and client guidelines during all evaluations
• Maintain proper documentation of evaluations, feedback, and quality findings

Skills & Competencies:

• Excellent written and verbal communication skills in English
• Working knowledge of MS Excel for data tracking, reporting, and analysis
• Strong interpersonal skills with the ability to collaborate effectively within and across teams
• Problem-solving mindset with the ability to handle challenges and unexpected situations efficiently
• Ability to adapt quickly in a dynamic work environment and manage multiple priorities
• Strong team player with the ability to work independently while ensuring timely completion of tasks
• Attention to detail with a focus on accuracy and quality standards

Qualifications & Experience:

• Post-graduate freshers with strong communication skills are encouraged to apply.
• Graduate/Post-Graduate candidates in any stream with minimum 6 months of experience in a Quality Analyst/ Quality Assurance role, preferably in a voice-based process may apply.
• Prior experience in call monitoring, quality evaluation, and performance feedback is required.
• Certification or training in Quality Assurance, Customer Experience, or related areas will be an added advantage.

Job Location : Gurugram

Shift Timings : Rotational Shifts

Work Mode : 5-days, Work From Office