About IntouchCX IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change. About the Job As a Senior Quality Assurance Analyst, You Will - Be responsible for monitoring and evaluating a high-volume multi-communication channel and multi-process tasks to ensure quality standards are met. - Execute audits to ensure quality and consistency across all Quality Assurance resources. - Use a quality monitoring data management system shared and approved by the client to compile and track performance at the team and individual levels. - Provide clear and actionable feedback about the available performance and compliance data. - Generate reports, analyze trends, and insights from QA data. - Share recommendations and process improvements that may improve the overall experience and streamline the process. - Develop and maintain a vertical knowledge of products and services.



- Collaborates for process and workflow updates and improvements with the production and internal support groups. - Support with special projects. As a Senior Quality Assurance Analyst, You Need - High school diploma or equivalent (required). - 1 year of front-line contact center experience (preferred). - 1-2 years of Quality Assurance experience (preferred). - Attention to detail and accuracy. - Excellent analytical and structured problem-solving skills. - Ability to work with and resolve complex issues. - Strong time management skills and ability to prioritize work. - Excellent verbal and written communication skills, exceptional interpersonal and listening skills - Ability to work in a team setting, multitask, and manage conflict. - Capacity to work effectively under pressure. - Strong customer service orientation. - Ability to perform other functions as required in the nature and scope of the position.

📌 Senior Quality Assurance Analyst (Hyderabad)
🏢 IntouchCX
📍 Hyderabad