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.
Robust understanding of IT troubleshooting, technical support processes, and service management frameworks.
Candidates with International BPO experience will be preferred.
Perks & Benefits
Incentives
Insurance benefits
5 working days
US shifts
Pay: ₹50,000.00 - ₹60,000.00 per month
Advantages
Food provided
Provident Fund
Work Location: In person
📌 Quality Analyst Sanpada (India)
🏢 Taranta Consultancy
📍 India
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