Quality Analyst For International Call center For Voice @ Bangalore

We are urgently hiring a Quality Analyst for US Voice Process.

This role focuses on auditing customer interactions, Call auditing and monitoring, coaching agents for service improvement, and ensuring compliance with quality and customer service standards. The candidate must have a strong background in international voice processes with proven quality evaluation expertise.

Key Responsibilities:

Quality Monitoring & Evaluation

• Audit live and recorded inbound calls to assess customer interactions against quality benchmarks.
• Evaluate performance based on call handling skills, process adherence, compliance, and customer experience.

Coaching & Feedback

• Deliver timely and actionable feedback to agents through one-on-one sessions.
• Partner with Team Leaders and Trainers to drive performance improvements and close skill gaps.

Process Improvement & Compliance

• Identify trends, agent errors, and operational gaps based on audits.
• Recommend process and policy changes to enhance customer satisfaction and compliance.
• Ensure compliance with internal quality standards and regulatory requirements (e.g., HIPAA where applicable).

Reporting & Analytics

• Maintain and share detailed quality audit reports, highlighting strengths, improvement areas, and action plans.
• Analyze quality scores, CSAT/NPS trends, and drive continuous improvement initiatives.

Calibration

• Participate in regular calibration sessions with QA, Operations, and Client teams to ensure scoring consistency and alignment.

Job Requirements:

Education:

• Bachelor's Degree (Mandatory)

Experience:

• Minimum 4+ years of total experience in an International Voice Process (US, UK, Australian, Canadian, or ANZ markets).
• Minimum 1+ year of experience specifically as a Quality Analyst/Auditor in an Inbound or outbound Voice Process.

Skills:

• Excellent command over English (spoken and written).
• Strong knowledge of quality monitoring tools, call auditing frameworks, and contact center KPIs (AHT, CSAT, NPS, FCR, Quality Scores).
• Proficient with CRM systems, QA software, and reporting tools.
• High attention to detail, analytical thinking, and problem-solving skills.
• Ability to deliver constructive feedback and influence agent performance positively.

Additional Requirements:

• Flexibility to work in rotational night shifts (Mandatory).
• Immediate joiners preferred.
• Strong understanding of customer service, compliance protocols, and quality standards.

Interested Candidates can share your updated Cv to : anitha.c@sagilityhealth.com