Quality Analyst

Job Role : Quality Analyst - International Process (BPO)

Company: IntouchCX

Location: B16 Mindspace, Hyderabad

Employment Type: Full-time

About the Role IntouchCX is looking for dynamic and customer-focused professionals to join our team as Quality Analysts. This opportunity is ideal for candidates with experience in international customer support who are passionate about quality, customer experience, and process excellence.

Key Responsibilities

• Monitor and evaluate customer interactions to ensure compliance with quality standards and client requirements.
• Conduct call audits and provide constructive feedback to improve agent performance.
• Identify trends, process gaps, and areas of improvement through quality evaluations.
• Maintain quality scorecards and generate quality reports as required.
• Collaborate with operations and training teams to drive continuous improvement initiatives.
• Ensure adherence to organizational policies, processes, and customer service standards.

Eligibility Criteria

• Minimum 1 year of experience as an agent for International voice process is mandatory.
• "Immediate Joiners" only.
• UG or Graduates can apply.
• Strong communication, analytical, and feedback delivery skills.
• Ability to work in a fast-paced customer service environment.

Work Schedule

• 24/7 Rotational Shifts
• Rotational Week Offs
• 5 Days Working & 2 Days Off

Benefits

• Two-way cab facility within a 25 km radius of the office location.
• Employees opting for self-commute will receive an additional 5,000 per month Travel Allowance (over and above the offered CTC).
• Opportunity to build a rewarding career with a global customer experience organization.

Work Location IntouchCX - B16 Mindspace, Hyderabad

If you have a passion for quality, customer experience, and continuous improvement, we'd love to hear from you. Apply now and be a part of our growing team at IntouchCX!