We are hiring a Quality Analyst to join our Quality Assurance team for our international sales process. As a QA, you will monitor and evaluate customer interactions (calls, chats, emails), identify areas for improvement, provide feedback to agents, and work with Training and Operations to enhance overall service delivery.

Key Responsibilities

- Monitor and evaluate inbound and outbound sales calls for quality
- Score calls based on defined quality parameters and scorecards
- Provide constructive feedback to agents on call quality and sales techniques
- Identify training needs and work with Training team on improvement plans
- Conduct calibration sessions with Operations and Training teams
- Prepare daily, weekly, and monthly quality reports and dashboards
- Track quality trends and highlight areas of concern to management
- Handle ANTI (Agent Needs Training Identification) and VOC analysis

Requirements:
- Graduate degree
- 1+ year experience as Quality Analyst in International BPO (Preferred)




- Freshers with excellent analytical skills may be considered
- Robust attention to detail and analytical mindset
- Excellent English communication skills
- Proficient in MS Excel (pivot tables, charts, formulas)
- Understanding of call quality parameters and scorecards

What We Offer:
- Fixed US night shift (no rotational)
- 5-day work week
- Salary upto 40,000 (based on interview performance and experience)
- Uncapped incentives (no capping on quality performance bonuses)
- Free dinner for night shift
- Career growth to Senior QA Quality Lead Quality Manager
- Certifications and training programs

Youll need to know Quality Assurance AHT/VOC Call Monitoring US Shift

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Quality Analyst (International Sales) (Mumbai)
🏢 Brocus IT Solutions
📍 Mumbai