Job Title: Quality Analyst (International Voice Process)

Location: Okhla Phase II, New Delhi
Employment Type: Full-Time
Shift: Night Shift (International Process)

Job Summary

We are looking for an experienced and detail-oriented Quality Analyst to monitor, evaluate, and improve the performance of our International Voice Process team. The ideal candidate should have a strong understanding of quality frameworks, customer service standards, and sales compliance while ensuring continuous process improvement through regular feedback and coaching.

Key Responsibilities

· Monitor and evaluate inbound/outbound customer interactions based on defined quality parameters.

· Conduct regular call audits and provide constructive feedback to agents and Team Leaders.

· Identify quality gaps and recommend improvement plans.

· Prepare daily, weekly, and monthly quality reports and scorecards.

· Conduct calibration sessions with Operations and Training teams to ensure scoring consistency.

· Monitor compliance with company policies, client requirements, and process guidelines.

· Assist in developing quality standards, SOPs, and evaluation forms.

· Analyze customer interactions to identify trends and improvement opportunities.

· Coordinate with Training and Operations teams to improve agent performance.

· Ensure adherence to international customer service and communication standards.





Eligibility Criteria

· 2–3 years of relevant experience as a Quality Analyst in an International Voice Process BPO.

· Excellent understanding of QA methodologies, call monitoring, and performance evaluation.

· Strong analytical and reporting skills.

· Excellent verbal and written English communication.

· Proficient in MS Excel, Google Sheets, and reporting tools.

· Ability to provide effective coaching and feedback.

· Comfortable working in night shifts.

· Immediate joiners will be preferred.

Required Skills

· Call Monitoring & Quality Audits

· Root Cause Analysis (RCA)

· Performance Coaching

· Quality Scorecard Management

· Process Improvement

· Compliance Monitoring

· Advanced MS Excel

· Strong Communication & Interpersonal Skills

· Attention to Detail

What We Offer

· Competitive Fixed Salary

· Performance-Based Incentives

· Free Meals & Snacks

· Career Growth Opportunities

· Employee Rewards & Recognition Programs

· Professional & Collaborative Work Environment

Job Type: Full-Time
Shift: Night Shift (International Process)
Experience Required: Minimum 2–3 Years (International Voice Process QA)

Pay: ₹40,000.00 - ₹45,000.00 per month

Advantages:

- Food provided
- Paid time off
- Provident Fund

Work Location: In person

📌 Quality Analyst (India)
🏢 Trikuta Global
📍 India