Quality Analyst

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:

• Perform daily call audits (minimum 10–12 audits/day) to ensure adherence to process, compliance, and quality standards.

• Evaluate customer interactions for communication skills, product knowledge, resolution effectiveness, soft skills, and compliance parameters.

• Document audit findings clearly and accurately and share feedback with stakeholders.

• Identify process gaps, agent-level coaching needs, and areas for improvement.

• Work closely with operations, training, and client teams to drive quality improvements.

• Participate in calibration sessions with client and internal teams to align quality standards. • Generate daily/weekly/monthly QA reports and present actionable insights.

• Support quality improvement initiatives and suggest process enhancements.

Required Skills & Experience:

• Minimum 6 months to 2 years of experience in a QA role within an international BPO/call center environment.

• Proven experience in conducting call audits for international voice processes – preferably in BFSI/Lending domain.

• Strong understanding of QA tools, call scoring mechanisms, and compliance frameworks. • Excellent verbal and written communication skills in English.

• Strong analytical skills and attention to detail.

• Comfortable working independently and meeting daily productivity targets

Job Type: Contractual / Temporary
Contract length: 6 months

Work Location: Remote