Job DescriptionQuality Analyst (QA) - Voice ProcessPosition

Quality Analyst (Voice Process)

Department

BPO Operations

Employment Type

Full time

Reporting To

Process Manager / Operations Manager

About Hutah Technologies

Hutah Technologies is a technology-driven organization delivering Business Process Outsourcing (BPO), IT Consulting, AI Solutions, and Digital Transformation services to global clients. We are committed to operational excellence, customer satisfaction, and continuous process improvement.

Position Summary

We are seeking a detail-oriented and analytical Quality Analyst (QA) to monitor and evaluate customer interactions, ensure compliance with client requirements, and drive continuous quality improvements across voice operations.

Key Responsibilities
Monitor and evaluate inbound and outbound customer calls based on quality parameters.
Conduct call audits and score interactions using client-approved QA scorecards.
Provide timely and constructive feedback to agents and Team Leads.
Identify process gaps and recommend improvement prospects.




Ensure compliance with client policies, regulatory requirements, and internal SOPs.
Conduct calibration sessions with Operations and Training teams.
Prepare daily, weekly, and monthly quality reports.
Track quality trends and support action plans to improve overall performance.
Participate in client quality reviews and internal quality meetings.
Support new hire training by sharing quality expectations and best practices.

Key Performance Indicators (KPIs)
Quality Score (QA%)
Compliance Score
Error Rate
Coaching Effectiveness
CSAT Improvement
First Call Resolution (FCR) Support
Audit Completion Rate
SLA Compliance

Required Qualifications
Graduate in any discipline.
2+ years of experience as a Quality Analyst in a BPO Voice Process.
Experience handling US, UK, or Australian voice processes is preferred.
Robust understanding of customer service quality frameworks.

📌 Quality Analyst Hyderabad
🏢 Hutah AI
📍 Hyderabad