Requirements
The Quality Analyst will independently run analysis, identify process gaps, and convert audit findings into measurable improvements. Responsibilities include monitoring and evaluating inbound/outbound calls in Hindi & English, scoring interactions, identifying knowledge gaps and compliance risks, and delivering actionable feedback. The role requires a Bachelor's degree, minimum 2 years of hands-on quality analyst experience in customer service, and an analysis-led approach to case studies. A proven improvement record with real instances where an audit finding led to operational change is essential.
Description
We are looking for a Quality Analyst who can run analysis independently from day one, identify process gaps, and convert audit findings into measurable improvements. The evaluation for this role is anchored in demonstrated capability, not alone potential.Accountability & Responsibilities of Role:Monitor and evaluate inbound and outbound calls (Hindi & English) against defined quality parametersScore interactions using the approved Quality Scorecard with accuracy and consistencyIdentify knowledge gaps, compliance risks, and behavioral trends across the agent teamDeliver timely, actionable feedback to agents and Team LeadsPartner with Training to close recurring error patterns and coaching needsFlag critical or compliance sensitive interactions to ManagementMaintain strong working knowledge of client products, processes, and service workflowsTrack root cause trends and convert them into process improvement recommendations, SOPs, or system parameter updatesContribute to QA scorecard refinement as products and processes evolveRole Key Performance Indicators:Calls evaluated per day/week vs. targetTimely submission of evaluations and feedbackAgent quality improvement trend over timeCompliance adherence rate across monitored interactionsNumber of audit findings converted into institutionalized fixes (SOPs, system parameters, training updates)Education Background:• Bachelor's degree in any related discipline.Work Experience:Minimum 2 years of hands on quality analyst experience in customer serviceAn analysis led approach to case studies: root cause and Pareto analysis first, intervention secondA proven, verifiable improvement record, with real instances where an audit finding led to operational changeThe ability to spot a single error, dig deeper to size the true scope of the issue, and escalate it to the right level of leadershipFollow through to close the loop with Training and the client, and institutionalize the fix through an SOP or system parameter updateWorking knowledge of the quality toolkit used to support evaluations and auditsCore Competencies: Networking & Influencing Collaboratively: Developing rapport with a diverse range of people. Building and leveraging networks horizontally and vertically. Proactively influencing and persuading others to gain support for initiatives. Maintaining collaborative stakeholder relationships.Delivering Results & Fostering Ownership: Drive for improving business results and attaining higher levels of performance.Building Customer Value: Gaining insights into internal and/or external customers experience. Anticipating their needs and demonstrating concern for satisfying them. Building productive customer relationships. Ensuring clear communication to customers on expectations and beyond.