Quality Analyst – International Sales Process

Job Type: Full-time

Location: Sanpada, Navi Mumbai

Work Mode: Work from Office

Shift: US Shift / Night Shift

Working Days: 5 Days

Job Summary

We are looking for a Quality Analyst for an International Sales/Customer Service process. The candidate will be responsible for monitoring and evaluating agent interactions, ensuring quality standards, identifying process gaps, and providing actionable feedback to improve overall service quality.

Roles & Responsibilities

- Monitor and evaluate customer interactions including calls, chats, emails, and tickets.

- Ensure adherence to technical and service quality standards.

- Identify areas for improvement in troubleshooting, product knowledge, and communication.

- Provide detailed feedback to agents and Team Leaders.

- Prepare reports on quality trends, agent performance, and process gaps.

- Share data-driven insights with management.

- Assist in root cause analysis for recurring technical issues and customer dissatisfaction.





- Develop and maintain quality scorecards and reports.

- Coordinate with Trainers and Team Leaders to identify training requirements.

- Conduct quality calibration sessions for consistent evaluation.

- Provide coaching to agents to improve technical troubleshooting and overall performance.

Required Skills & Qualifications

- Comfortable working in night shifts and from office.

- Excellent verbal and written communication skills.

- Good knowledge of VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and QA methodologies.

- Strong understanding of IT troubleshooting, technical support processes, and service management frameworks.

- Candidates with International BPO experience will be preferred.

Perks & Perks

- Incentives

- Insurance benefits

- 5 working days

- US shifts

Pay: ₹50,000.00 - ₹60,000.00 per month

Benefits:

- Food provided
- Paid sick time
- Provident Fund

Work Location: In person

📌 Quality Analyst (India)
🏢 Taranta Consultancy
📍 India