Quality Analyst-International Voice-Immediate Openings

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:

Graduate required with International Customer Service experience

QA on papers with 1-2 years' experience would be preferred

Participate in day-to-day call audits to measure service quality standards 
Identify areas of process improvement and work effectively within the organization to implement resolutions on a timely basis.  Areas for improvement should be targeted at increasing client satisfaction and/or company profitability.

Promote teamwork and cooperative effort. 
Help train and provide guidance to other Supervisors and CSRs within the organization. 
Maintain a clean, safe, and unobstructed work area, and practice good safety habits.

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:

Able to perform Quality Audits.

Excellent command over English (spoken and written).
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Expertise in CSAT/NPS Analysis, RCA and BQM.
Ability to improve and/or transform teams processes across functions within the organization.
Ability to understand basic data and take appropriate action.
Ability to drive individual and team efficiency and productivity through effective and efficient metric management.
Ability to coach, train, and motivate employees and evaluate their performance.
Ability to strategically lead and develop team towards improved performance.
Ability to delegate and manage work loads and projects across functions within the organization.
Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.

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 : [email removed]