Quality Analyst (Voice & Chat Process - International)

Job Title: Quality Analyst - International Voice & Chat Process

Location: [Chennai, Ambattur]

Immediate to 15days joiners

Experience: 1-4 Years

Job Responsibilities

- Monitor and evaluate customer interactions (voice calls and chats) as per quality standards.
- Conduct audits and provide constructive feedback to agents.
- Identify performance gaps and recommend process improvements.
- Maintain quality scorecards and prepare quality reports.
- Ensure compliance with client guidelines, SOPs, and process requirements.
- Analyze customer experience trends and highlight improvement areas.
- Participate in calibration sessions with operations and training teams.

Required Skills:
- Minimum 1 year experience as a Quality Analyst in an International Voice/Chat process.
- Excellent communication and analytical skills.
- Solid understanding of QA metrics, CSAT, AHT, FCR, and compliance standards.
- Proficiency in MS Excel and reporting.
- Ability to deliver feedback and coaching effectively.

Qualification:
- Any Graduate.
- Experience in BPO/KPO international process preferred.

📌 Quality Analyst - International Process (Chennai)
🏢 TP
📍 Chennai