Job Title: Quality Analyst (International Voice Process)Location: Okhla Phase II, New Delhi

Employment Type: Full-Time

Shift: Night Shift (International Process)

Job SummaryWe 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 &

• Cooperative 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 (India)
🏢 Trikuta Global Technologies
📍 India