Job Description Quality Analyst (Voice Process)Position

Job Overview
We are seeking a highly motivated and detail-oriented Quality Analyst to join our Voice Process team. The ideal candidate should possess strong analytical skills, excellent communication abilities, and hands-on experience in monitoring customer interactions to ensure service excellence.

Key Responsibilities Quality Monitoring & Audits

- Monitor inbound and outbound customer interactions (voice calls) based on predefined quality parameters.

- Evaluate calls for compliance, process adherence, customer handling, communication, and soft skills.

- Conduct regular call audits and maintain accurate quality scorecards.

- Ensure quality monitoring targets are achieved consistently.

Performance Improvement

- Identify performance gaps and provide detailed, constructive feedback to agents.

- Conduct one-on-one coaching sessions to improve agent performance.

- Work closely with Team Leaders and Trainers to develop action plans for quality improvement.

- Track progress of agents after coaching sessions and measure improvement.

Reporting & Analysis

- Prepare daily, weekly, and monthly quality reports.

- Analyze quality trends and identify recurring issues affecting customer experience.

- Present findings and recommendations to Operations and Management teams.

- Maintain quality dashboards and MIS reports using MS Excel and other reporting tools.

Compliance & Process Adherence

- Ensure all customer interactions comply with client requirements, company policies, and regulatory guidelines.

- Participate in internal and client calibration sessions to ensure scoring consistency.

- Identify process deviations and recommend corrective actions.

- Support quality improvement initiatives and process enhancement projects.

Stakeholder Collaboration

- Work closely with Operations, Training, and Team Managers to achieve quality objectives.





- Assist in developing quality improvement strategies and best practices.

- Participate in client meetings whenever required to discuss quality performance.

Required Skills & Competencies

- Minimum 2 years of experience as a Quality Analyst in a Voice Process.

- Strong understanding of QA methodologies, quality frameworks, and customer service standards.

- Experience in call monitoring, calibration sessions, coaching, and feedback delivery.

- Excellent verbal and written communication skills.

- Strong analytical, problem-solving, and decision-making abilities.

- Good knowledge of Microsoft Excel, MS Office, and reporting tools.

- Ability to work in a fast-paced environment while maintaining high attention to detail.

- Strong interpersonal skills and the ability to collaborate across teams.

- Good time management and organizational skills.

Eligibility Criteria

- Graduation is mandatory.

- Minimum 2 years of relevant experience in a BPO Voice Quality Analyst role.

- Willingness to work in rotational shifts, if applicable.

- Immediate joiners or candidates with a shorter notice period will be preferred.

Compensation & Advantages

- Two-way transportation will be provided by the company.

- Employees who choose not to avail the company-provided cab will receive a monthly travel allowance, which will be added to their salary.

- Opportunity to work with a growing organization that values learning, innovation, and career development.

- Collaborative work environment with opportunities for professional growth and internal career progression.

Why Join Us?

- Competitive salary and employee benefits.

- Career growth and development opportunities.

- Supportive and collaborative work culture.

- Exposure to quality improvement initiatives and client-facing projects.

- Opportunity to make a direct impact on customer experience and operational excellence.

HR Contact details:

Name: Chaithra Reddy

Email ID: [email protected]

Contact no: (phone hidden)

📌 Quality Analyst - BPO (Hyderabad)
🏢 IntouchCX
📍 Hyderabad