About the Role

As a Quality Analyst Voice Process, you will be responsible for monitoring, auditing, and improving advisor performance across all lines of business (LOBs). Your role will focus on maintaining quality standards, conducting sample audits, driving calibration sessions, and ensuring regulatory compliance. You will work closely with Team Managers (TMs), Quality Auditors (QAs), and Operations teams to strengthen service delivery and maintain high customer experience standards.

Key Responsibilities
- Conduct sample audits of advisors across all LOBs based on defined coverage criteria.
- Perform hygiene audits for new processes, updates, and top call drivers (TCDs).
- Execute ad hoc audits for critical processes as required by business needs.
- Conduct dip checks to evaluate overall floor quality and identify areas for improvement.
- Facilitate calibration sessions with Team Managers (TMs) and Quality Auditors (QAs) to ensure scoring alignment.
- Perform Audit of the Auditors (ATA) to maintain audit accuracy and consistency.
- Certify current hires, on-the-job trainees (OJTs),



and bottom quartile (BQ) agents through structured evaluation.
- Implement quality improvement tools within defined timelines and action plans.
- Conduct compliance audits to ensure adherence to legal regulations and industry standards.
- Perform dip checks related to new updates, TCDs, and process modifications.
- Prepare quality reports, trend analysis, and actionable insights for stakeholders.
- Support continuous improvement initiatives to enhance customer satisfaction and operational performance.
Job Requirements:
- Education: Graduation (mandatory)
- Experience: Minimum 1 2 years in quality assurance, call center quality monitoring, or voice process QA roles
- Strong knowledge of audit frameworks, quality metrics, and calibration processes
- Experience conducting compliance audits and performance evaluations
- Strong analytical skills with attention to detail
- Excellent verbal and

📌 Quality Analyst Retail Support Voice Process (Kolkata)
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📍 Kolkata