Role Summary

The Analyst – Voice Quality is responsible for monitoring and evaluating respondent interaction calls to ensure adherence to defined quality standards, compliance requirements, and client guidelines. The role focuses on driving continuous improvement through structured feedback, accurate reporting, and collaboration with stakeholders to enhance overall service quality.

Key Responsibilities:
Conduct regular call monitoring and evaluations to ensure adherence to defined quality standards, scripts, and compliance requirements
Provide transparent and constructive one-on-one feedback to employees to support performance improvement
Participate in calibration sessions to maintain consistency and accuracy in quality evaluations
Prepare and update quality scorecards, reports, and MIS on a regular basis
Support coaching initiatives and follow-ups to track employee improvement post feedback
Ensure alignment with SOPs, internal policies, and client guidelines during all evaluations
Maintain proper documentation of evaluations, feedback, and quality findings

Skills & Competencies:
Excellent written and verbal communication skills in English
Working knowledge of MS Excel for data tracking,



reporting, and analysis
Strong interpersonal skills with the ability to collaborate effectively within and across teams
Problem-solving mindset with the ability to handle challenges and unexpected situations efficiently
Ability to adapt quickly in a agile work setting and manage multiple priorities
Strong team player with the ability to work independently while ensuring timely completion of tasks
Attention to detail with a focus on accuracy and quality standards

Qualifications & Experience:
Post-graduate freshers with strong communication skills are encouraged to apply.
Graduate/Post-Graduate candidates in any stream with minimum 6 months of experience in a Quality Analyst/ Quality Assurance role, preferably in a voice-based process may apply.
Prior experience in call monitoring, quality evaluation, and performance feedback is required.
Certification or training in Quality Assurance, Customer Experience, or related areas will be an added advantage.

Job Location : Gurugram

Shift Timings : Rotational Shifts

Work Mode : 5-days, Work From Office

📌 Analyst Voice Quality Gurugram (India)
🏢 Unimrkt Research
📍 India