Job Title: Quality Analyst International Voice Process (IntouchCX | Mindspace, Hyderabad)

Company: IntouchCX

Location: Mindspace, HITEC City, Hyderabad (Work From Office)

Salary: Up to 5.5 LPA (Commensurate with experience)

Experience Required: Minimum 1 year as a Quality Analyst in an International Voice Process

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI-driven solutions. We partner with world-class brands to create exceptional human-centric customer experiences. Join our agile team in Hyderabad and accelerate your career in a high-growth environment!

IMPORTANT NOTE: We are strictly looking for Immediate Joiners.

Job Overview

We are looking for a detail-oriented and proactive Quality Analyst with a strong background in International Voice Processes. In this role, you will evaluate agent interactions, ensure strict adherence to quality and compliance standards, provide actionable coaching, and drive overall operational excellence.

Key Responsibilities

- Call Monitoring & Audits: Regularly evaluate live and recorded customer calls for tone, active listening, compliance, and procedural accuracy.
- Feedback & Coaching: Conduct effective 1-on-1 feedback and coaching sessions with agents to improve call quality, customer satisfaction, and soft skills.
- Calibration: Participate in routine calibration sessions with Operations, Quality, and Client teams to ensure alignment on scoring standards.
- Reporting & Dashboards: Track, analyze,



and generate daily/weekly quality reports highlighting trend analyses, error rates, and improvement areas.
- Root Cause Analysis (RCA): Identify performance gaps and drive Corrective & Preventive Action (CAPA) plans to elevate process metrics.

Eligibility & Key Requirements

- Experience: Minimum 1 year of core experience as a Quality Analyst in an International Voice Process (Mandatory).
- Communication: Exceptional verbal and written English communication skills with a neutral/clear accent.
- Quality Knowledge: Solid grasp of key contact center metrics (CSAT, FCR, AHT, QA Scores, Compliance).
- Education: High School / Undergraduates are eligible; a Graduate degree is an added advantage.
- Flexibility: Must be comfortable working in 24/7 rotational shifts.

Perks & Highlights

- Compensation: Best-in-class package up to 5.5 LPA.
- Work Schedule: 5-day work week with 2 rotational off days.
- Commute Support: Free 2-way cab transport provided within hiring boundaries.
- Workplace: Vibrant, state-of-the-art office located at Mindspace, Hyderabad (100% WFO). Solid grasp of key contact center metrics (CSAT, FCR, AHT, QA Scores, Compliance).

Education: High School / Undergraduates are eligible; a Graduate degree is an added advantage.

Flexibility: Must be comfortable working in 24/7 rotational shifts.

Perks & Highlights

Compensation: Best-in-class package up to 5.5 LPA.

Work Schedule: 5-day work week with 2 rotational off days.

Commute Support: Free 2-way cab transport provided within hiring boundaries.

📌 Intouch is hiring For Quality Analyst (International Voice Process) (Hyderabad)
🏢 IntouchCX
📍 Hyderabad