Job Title: Quality Analyst – Voice Process
Location: Noida (Work from Office)
Department: Quality Assurance
Experience: 1–4 Years (Voice Process)
Employment Type: Full-Time

Job Summary

We are seeking a meticulous and performance-driven Quality Analyst to join our Voice Process team at our Noida office. The incumbent will be responsible for monitoring customer interactions, evaluating agent performance, identifying process gaps, and driving continuous improvement initiatives to enhance customer experience and operational excellence.

Key Responsibilities

Monitor and evaluate inbound/outbound voice interactions as per defined quality parameters.

Conduct call audits and provide structured, actionable feedback to agents and Team Leaders.

Identify recurring trends, process deviations, and customer pain points through quality assessments.

Prepare daily, weekly, and monthly quality reports and dashboards.

Collaborate with Operations and Training teams to bridge performance gaps through coaching and refresher sessions.

Ensure adherence to quality frameworks, SOPs,



compliance guidelines, and client expectations.

Perform calibration sessions with internal stakeholders to maintain evaluation consistency.

Analyze root causes of quality failures and recommend corrective and preventive actions.

Track critical quality metrics such as CSAT, FCR, AHT, Compliance, and Quality Scores.

Support process improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.

Required Skills & Qualifications

Graduate in any discipline.

1–4 years of experience as a Quality Analyst in an International Voice Process Only in International BPO.

Solid understanding of QA methodologies, call monitoring, and feedback mechanisms.

Excellent verbal and written communication skills.

Strong analytical and problem-solving abilities.

Proficiency in MS Excel, PowerPoint, and reporting tools.

Ability to work collaboratively with cross-functional teams.

Flexibility

📌 Quality Analyst (Noida)
🏢 Anaptyss
📍 Noida