Quality Analyst – Voice Process
Desired Candidate Profile:
- 2–3 years of experience in an international voice customer service role.
- Preferred experience in the service industry, particularly with data handling and information management.
- Strong teamwork skills and the ability to manage a diverse workload.
- Excellent verbal and written communication skills in English with a neutral accent.
- Willingness to work in both day and night shifts.
- Knowledge of quality assurance methodologies and tools is an advantage.
- Proficiency in MS Office, especially Excel and PowerPoint.
- Strong attention to detail and good documentation skills.
Location: Ahmedabad
Educational Details: Bachelor degree
City: Ahmedabad
State: Gujarat
Postal Code: 380015
Qualifications: Bachelor degree
Created Date: 2025-01-24
End Date: 2026-09-24
Experience: 2 - 3 year
Salary: 500000
Industry:
Openings: 1
Primary Responsibilities :
Job Title: Quality Analyst – Voice Process
Key Responsibilities:
- Conduct quality analysis across multiple campaigns to ensure 100% qualified deliverables.
- Monitor calls and provide constructive feedback to team members to enhance service quality and address inquiries effectively.
- Perform root cause analysis and create action plans for identified errors.
- Conduct calibration sessions to identify variances and maintain alignment with quality standards.
- Identify opportunities for process improvement and implement relevant projects.
- Audit calls for the operations team, providing feedback for any deviations from standard parameters.
- Assist team members in resolving open support requests and provide information on upgrading or other queries.
- Demonstrate ownership and a proactive approach to resolving issues in a timely manner.
- Enhance customer satisfaction by focusing on initiatives critical to successful customer interactions.
- Prepare and share business reports with the reporting manager on a daily/weekly basis or as required.
Experience Requirements:
Desired Candidate Profile:
- 2–3 years of experience in an international voice customer service role.
- Preferred experience in the service industry, particularly with data handling and information management.
- Strong teamwork skills and the ability to manage a diverse workload.
- Excellent verbal and written communication skills in English with a neutral accent.
- Willingness to work in both day and night shifts.
- Knowledge of quality assurance methodologies and tools is an advantage.
- Proficiency in MS Office, especially Excel and PowerPoint.
- Strong attention to detail and good documentation skills.
Location: Ahmedabad
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