Quality Analyst- Voice Process

Role Overview:

We are looking for an experienced Quality Analyst to monitor and improve Customer support quality. The role focuses on Audits, Root Cause Analysis, Agent Feedback and Continuous process improvement to enhance customer experience.

Location- Delhi NCR

Salary- 20K- 35K per month

Immediate Joiners preferred

Key Responsibilities:

- Monitor Calls, Emails and Chats as per SOPs.

- Conduct Quality audits and Performance evaluations.

- Perform RCA on escalations and repeated issues.

- Share actionable feedback with agents and TL.

- Prepare Quality report and scorecard.

- Support Training, Coaching and Calibration sessions.

- Ensure Process, Compliance and Data privacy adherence.

Skills Required:

- Strong knowledge of QA Framework.

- Excellent analytical and Communication skills.

- Minimum 6 months experience as a QA support.

- Knowledge of Travel Industry will be an added advantage.

Job Type: Full-time

Pay: ₹18,000.00 - ₹35,000.00 per month

Benefits:

• Provident Fund

Work Location: In person