Monitor and evaluate inbound/outbound international voice calls, provide feedback and coaching, analyze performance data and trends, create quality scorecards and reports, recommend process improvements, ensure compliance, and collaborate with teams to improve service delivery and customer satisfaction.
Job Title: Quality Analyst – International Voice ProcessExperience: 3+ YearsLocation: New Delhi (Okhla Phase 3) Job Summary:
We are seeking an experienced Quality Analyst with a strong background in International Voice Processes. The ideal candidate will have a proven track record of ensuring high service quality and customer satisfaction. You will be responsible for monitoring, evaluating, and improving the performance of the team while maintaining high compliance standards.
Key Responsibilities:- Monitor and evaluate inbound and outbound calls to ensure quality and compliance with process standards.
- Provide constructive feedback to agents and teams to enhance performance and improve customer satisfaction.
- Analyze trends in performance data and develop actionable insights to drive improvements.
- Identify gaps in process and recommend process improvements to enhance service quality.
- Create and maintain quality scorecards, reports, and performance dashboards.
- Participate in calibration sessions with supervisors and managers to ensure consistent standards are met.
- Ensure compliance with company policies, procedures, and industry regulations.
- Train and coach agents on quality assurance and customer service best practices.
- Collaborate with cross-functional teams to improve overall service delivery and client satisfaction.
- Minimum 3 years of experience in quality analysis for an international voice process.
- Strong understanding of call center metrics and KPIs, including FCR, AHT, and CSAT.
- Excellent communication and interpersonal skills.
- Proficiency in call monitoring tools and CRM systems.
- Ability to analyze data and generate reports.
- Strong attention to detail and problem-solving skills.
- Ability to work independently in a remote setting and manage time effectively.
- Experience with coaching and feedback delivery.
- Ability to handle multiple tasks and meet deadlines in a dynamic environment.
- Bachelor’s degree in any discipline (Preferred)
- Certifications in Quality Assurance or related fields are a plus.
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