Job DescriptionQuality Analyst (QA) - Voice ProcessPosition

Quality Analyst (Voice Process)

Department

BPO Operations

Employment Type

Full-Time

Reporting To

Process Manager / Operations Manager

About Hutah Technologies

Hutah Technologies is a technology-driven organization delivering Business Process Outsourcing (BPO), IT Consulting, AI Solutions, and Digital Transformation services to global clients. We are committed to operational excellence, customer satisfaction, and continuous process improvement.

Position Summary

We are seeking a detail-oriented and analytical Quality Analyst (QA) to monitor and evaluate customer interactions, ensure compliance with client requirements, and drive continuous quality improvements across voice operations.

Key Responsibilities

- Monitor and evaluate inbound and outbound customer calls based on quality parameters.
- Conduct call audits and score interactions using client-approved QA scorecards.
- Provide timely and constructive feedback to agents and Team Leads.
- Identify process gaps and recommend improvement opportunities.
- Ensure compliance with client policies, regulatory requirements, and internal SOPs.
- Conduct calibration sessions with Operations and Training teams.
- Prepare daily, weekly, and monthly quality reports.
- Track quality trends and support action plans to improve overall performance.
- Participate in client quality reviews and internal quality meetings.
- Support recent hire training by sharing quality expectations and best practices.





Key Performance Indicators (KPIs)

- Quality Score (QA%)
- Compliance Score
- Error Rate
- Coaching Effectiveness
- CSAT Improvement
- First Call Resolution (FCR) Support
- Audit Completion Rate
- SLA Compliance

Required Qualifications

- Graduate in any discipline.
- 2+ years of experience as a Quality Analyst in a BPO Voice Process.
- Experience handling US, UK, or Australian voice processes is preferred.
- Strong understanding of customer service quality frameworks.

Required Skills :

- Call Monitoring & Evaluation
- Quality Assurance
- Process Compliance
- Coaching & Feedback
- Root Cause Analysis
- Customer Service Standards
- Data Analysis & Reporting
- Microsoft Excel & Google Sheets
- Excellent Communication Skills
- Attention to Detail

Preferred Skills

- Knowledge of COPC or Six Sigma concepts
- Experience with CRM and Dialer systems
- Calibration and Quality Governance
- Performance Improvement Planning
- Client Quality Reporting

Working Conditions

- Work from Office
- Fixed shifts based on business requirements
- Weekly off
- Adherence to confidentiality and information security policies is mandatory

Success Profile

Salary

As per industry standards and experience.

Join Hutah Technologies and help drive world-class customer service through quality excellence and operational discipline.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits :

- Paid sick time
- Paid time off

Work Location: In person

📌 Quality Analyst (Hyderabad)
🏢 Hutah AI
📍 Hyderabad