Quality Analyst - International Process

Quality Analyst (Voice & Chat Process - International)

Job Title: Quality Analyst - International Voice & Chat Process

Location: [Chennai, Ambattur]

**Immediate to 15days joiners **

Experience: 1-4 Years

Job Responsibilities:

• Monitor and evaluate customer interactions (voice calls and chats) as per quality standards.
• Conduct audits and provide constructive feedback to agents.
• Identify performance gaps and recommend process improvements.
• Maintain quality scorecards and prepare quality reports.
• Ensure compliance with client guidelines, SOPs, and process requirements.
• Analyze customer experience trends and highlight improvement areas.
• Participate in calibration sessions with operations and training teams.

Required Skills:

• Minimum 1 year experience as a Quality Analyst in an International Voice/Chat process.
• Excellent communication and analytical skills.
• Strong understanding of QA metrics, CSAT, AHT, FCR, and compliance standards.
• Proficiency in MS Excel and reporting.
• Ability to deliver feedback and coaching effectively.

Qualification:

• Any Graduate.
• Experience in BPO/KPO international process preferred.