Aarav Tech Services LLP is looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions for our International Voice Process. The ideal candidate will ensure compliance with quality standards, identify improvement opportunities, and provide actionable feedback to enhance customer experience and agent performance.
Key Responsibilities
* Monitor and audit international customer support and sales calls.
* Evaluate calls based on predefined quality parameters and compliance guidelines.
* Prepare daily, weekly, and monthly quality reports.
* Provide constructive feedback and coaching recommendations to agents.
* Identify performance gaps and suggest process improvements.
* Maintain quality scorecards and ensure accurate documentation.
* Work closely with Team Leaders and Operations to improve overall service quality.
* Ensure adherence to company policies, client requirements, and communication standards.
* Participate in calibration sessions and quality meetings.
Required Skills
* 1–2 years of experience as a Quality Analyst in an International BPO.
* Strong understanding of call auditing and quality monitoring processes.
* Excellent verbal and written English communication skills.
* Good listening, analytical, and documentation skills.
* Proficiency in MS Excel and MS Office.
* Ability to work independently in a fast-paced workplace.
* Attention to detail with a customer-focused mindset.
Preferred Qualifications
* Experience with quality scorecards and audit tools.
* Knowledge of customer service KPIs and compliance standards.
Interested candidates can apply by sharing their updated resume or by contacting (phone hidden) or [HIDDEN TEXT]