Job Title: Quality Analyst (International Voice Process)

Location: Okhla Phase II, Current 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 prospects.
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)

📌 Quality Specialist International Voice Process Gtb Nagar
🏢 Trikuta Global Technologies
📍 GTB Nagar