Job Overview

We are hiring a Quality Analyst for US Payroll operations with experience in international voice processes and quality auditing. The candidate will be responsible for monitoring customer calls, auditing payroll-related transactions, ensuring process compliance, and improving overall service quality.

Key Responsibilities

- Monitor and evaluate international customer calls related to US payroll.
- Conduct quality audits to ensure compliance with SOPs and process guidelines.
- Review payroll-related queries, including salary discrepancies, deductions, tax withholding, payslips, and payment issues.
- Evaluate calls for communication, accuracy, customer handling, and resolution quality.
- Identify quality gaps and provide feedback and coaching to agents.
- Prepare quality reports, analyze performance metrics, and conduct root-cause analysis.
- Participate in calibration sessions with operations and training teams.
- Support process improvement initiatives to reduce errors and improve customer satisfaction.

Mandatory Requirements

- Minimum 4 years of total experience in an international voice process.




- Minimum 2 years of relevant experience as a Quality Analyst in US Payroll.
- Graduation is mandatory.
- International voice experience is mandatory; domestic voice experience will not be considered.
- Good English communication skills.
- Valuable knowledge of US payroll processes, deductions, and salary calculations.
- Experience in call monitoring, quality audits, and feedback sessions.
- Proficiency in MS Excel and quality reporting.
- Must be comfortable working in US night shifts.
- Must be comfortable with a one-way cab facility.
- PF registration with the previous organization is mandatory.

Preferred Skills

- Knowledge of payroll systems such as ADP, Workday, or UKG.
- Understanding of quality metrics such as CSAT, QA Score, AHT, and FCR.
- Experience in BPO, BPM, payroll outsourcing, or HR operations.

Skills:- Quality management, Quality Analyst, Quality audit, Payroll Management, ADP Payroll, SAP Payroll, Payroll administration and Payroll

📌 Quality Analyst (US Payroll) (Delhi)
🏢 Growing Stars Consulting Private
📍 Delhi