Quality Analyst

Role & responsibilities

• Call Auditing: Conduct regular monitoring of live and recorded calls to evaluate communication skills, technical accuracy, and adherence to scripts.
• Quality Reporting: Prepare daily, weekly, and monthly quality reports
• Calibration Sessions: Lead and participate in internal and external calibration sessions to ensure consistency in scoring across the QA team.
• Feedback & Coaching: Provide constructive, data-driven feedback to agents and team leads to improve performance and bridge skill gaps.

Preferred candidate profile

• Must be currently employed in a QA role.
• Minimum 2+ years of core experience as a Quality Analyst in a Voice Process.
• Any Graduate