Hiring for Associate Quality Analyst at Latinem PVT LTD. Job Title :
- Associate Quality Analyst

Location:
- Hyderabad, TG Key Skills The Transaction Quality Analyst is responsible for monitoring and evaluating customer interactions (calls, emails, chats) to ensure compliance with quality standards, regulatory requirements, and customer experience expectations. The role focuses on identifying opportunities for improvement, providing actionable feedback, and supporting continuous quality enhancement across contact center operations. Detailed Job Description

Key Responsibilities
1. Transaction Monitoring & Evaluation
- Monitor and evaluate customer interactions (voice and non-voice) against predefined quality parameters.
- Conduct regular audits of transactions to ensure adherence to SOPs, compliance guidelines, and service standards. 2. Quality Assurance & Compliance
- Ensure compliance with internal policies, regulatory requirements, and client guidelines. 3. Reporting & Analysis
- Prepare daily and weekly reports, highlighting performance trends.




- Analyse root causes of quality gaps and recommend corrective and preventive actions.
- Track key quality metrics such as accuracy, CSAT drivers, compliance, and error rates. 4. Feedback & Coaching Support
- Provide structured and timely feedback to agents and team leaders. 5. Continuous Improvement Focused metrics
- Quality Score Accuracy & Consistency
- Compliance Adherence Rate
- Error Reduction / Defect Rate
- ATA/Calibration Scores
- Feedback Timeliness & Effectiveness
- Improvement in CSAT / Customer Experience Metrics Qualifications & Skills Education
- Bachelors degree in any discipline (preferred) Experience
- 3 years of experience in Quality Assurance within a contact centre/BPO environment
- Experience in transaction monitoring (voice/non-voice) is essential Behavioral Competencies
- High integrity and objectivity
- Strong stakeholder management Tools & Systems (Positive to Have)
- QA monitoring tools (e.g., NICE, etc.)
- CRM systems

📌 Associate Quality Analyst (Hyderabad)
🏢 Sobha
📍 Hyderabad