Candidate Expectations

- Total Experience and Relevant Experience
- 3-6 years of international voice experience, including a minimum of 1-2 years in a dedicated quality-monitoring or quality-analyst role.
- Candidate Location Anywhere in India.
- Education and Certification - Qualification: Any Degree.

Detailed Job Description

- 3-6 years of international voice experience, including a minimum of 1-2 years in a dedicated quality-monitoring or quality-analyst role
- Hands-on experience evaluating advanced customer-care interactions such as complex queries, complaints, escalations, retention conversations and billing explanations.
- Strong command of spoken and written English, with the ability to document evaluations, observations and improvement recommendationsclearly and objectively.
- Ability to apply quality frameworks and evaluation forms consistently, with a clear understanding of fatal versus non-fatal errors and customer-impact versus compliance-impact defects.
- Analytical skills to interpret quality scores, error trends, customer feedback, repeat contacts and complaint drivers, and to convert them into root-cause findings.
- Experience delivering structured feedback and coaching support to frontline associates without creating conflict or defensiveness.
- Working knowledge of quality-monitoring tools, speech orinteraction analytics, CRM or case-management systems, evaluation forms andreporting formats (including Excel and presentation tools).
- Understanding of customer verification, privacy, consent, mandatory disclosures, documentation standards and process-compliance requirements.
- Monitor and evaluate advanced voice interactions against the approved quality framework, covering customer experience, resolution accuracy,process adherence,



compliance and documentation.
- Assess conversation quality in complex scenarios including difficult conversations, irate customers, de-escalation, empathy, customer retention and high-bill explanations.
- Validate the accuracy of the resolution provided, including account, billing, usage, payment and adjustment information communicated to the customer.
- Identify fatal errors, compliance breaches, verification gaps, misinformation, unsupported commitments and incomplete documentation, and escalate through the defined route.
- Record evaluation findings with objective evidence, explicit rationale and specific improvement recommendations.
- Conduct root-cause analysis on quality failures, repeat contacts, complaint drivers, low customer-satisfaction interactions and escalations.
- Prepare and publish quality dashboards and reports covering scores, error trends, top defects, agent-level performance, process gaps and improvement actions.
- Deliver structured, evidence-based feedback to associatesand support team leaders with targeted coaching plans and follow-up reviews.
- Track improvement of bottom-quartile performers and validate the effectiveness of coaching and remediation actions.
- Identify training needs, knowledge-article gaps, SOP ambiguity and process friction, and recommend corrective or preventive actions.
- Support audit readiness, quality governance reviews, client reviews and continuous-improvement initiatives with accurate data and documentation.
- Willingness to work in Global Timings.Mandatory Key Skills: Customer Service, international voice, quality monitoring,customer verification, CRM, compliance.
- Good To Have: Client interaction, Stakeholder Management, Dashboards.Additional Requirements:Flexible working on shifts.

📌 Senior Associate / Process Lead - Quality Analyst - Voice Advance (Kolkata)
🏢 Golden Opportunities
📍 Kolkata