Quality Analyst/QA Analyst

Job Summary

We are seeking a detail-oriented Quality Support Analyst to monitor, evaluate, and improve the quality of calls and operational processes for our USA Trucking Campaign. The ideal candidate will ensure agents comply with company standards, DOT-related guidelines, and customer service expectations while supporting continuous performance improvement.

This role plays a key part in maintaining professionalism, accuracy, and compliance across driver, broker, and shipper communications.

Key Responsibilities

• Monitor and evaluate inbound and outbound calls related to U.S. trucking operations (dispatch, driver support, broker communication).
• Ensure compliance with company policies, call scripts, and U.S. trucking industry standards.
• Audit call recordings, chats, and CRM notes for accuracy and professionalism.
• Identify performance gaps and provide detailed feedback to agents and supervisors.
• Prepare quality reports, scorecards, and trend analysis.
• Collaborate with operations and training teams to improve call handling and service quality.
• Flag compliance risks, escalations, and recurring issues.
• Support onboarding by assisting with quality guidelines and expectations.
• Maintain strict confidentiality and data security standards.

Required Qualifications

• Minimum 1 year experience as a Quality Analyst / Quality Support Analyst (Call Center or BPO).
• Experience with USA Trucking Campaigns (Dispatch, Freight Brokerage, Driver Support).
• Strong understanding of call quality metrics (QA scorecards, KPIs).
• Excellent English communication skills (listening, writing, and reporting).
• Strong attention to detail and analytical skills.
• Ability to work during U.S. business hours.
• Experience using call monitoring tools, CRM systems, and spreadsheets.

Preferred Qualifications

• Prior experience in logistics, freight brokerage, or trucking operations.
• Knowledge of DOT compliance and trucking terminology.
• Experience working with remote teams.
• Background in coaching or agent performance improvement.

Skills Required

• Call auditing & quality scoring
• Compliance monitoring
• Performance analysis & reporting
• Communication & feedback delivery
• Time management & organization

What We Offer

• Competitive salary based on experience
• Growth opportunities within logistics operations
• Performance-based incentives
• Supportive and professional work environment

Job Type: Full-time

Pay: Rs35,000.00 - Rs50,000.00 per month

Work Location: In person