Walk-in || Mega Walk-in drive For International Voice Process(QA) at IntouchCX

Job Title: Quality Analyst International Voice Support

Experience Required: 1+ years (International Voice Support E-commerce or Technical Support background)

Location: Hyderabad (On-site)

Compensation: Up to 4.5 LPA

Shift: 5 Days Work / 2 Days Off (Rotational)

Notice Period: Immediate Joiners Only

Role Overview

We are looking for an analytical and detail-oriented professional with a strong background in international voice support to step into a Quality Analyst role. If you have at least 1 year of hands-on experience handling international customer calls in E-commerce or Technical Support, you do not need prior QA experience—we will train you on our specific audit frameworks. You will be responsible for evaluating agent interactions, ensuring compliance, and helping improve overall customer satisfaction.

Key Responsibilities

• Audit live and recorded international voice calls to evaluate customer service quality, communication standards, and process compliance.
• Provide constructive, actionable feedback to customer support agents to help improve performance metrics (CSAT, FCR, AHT).
• Identify recurring trends, knowledge gaps, and operational bottlenecks across teams.
• Participate in calibration sessions with operations managers and trainers to align on quality standards.
• Maintain daily, weekly, and monthly quality audit reports and track individual/team improvement.

Requirements & Qualifications

• Experience: Minimum 1 year of experience in an International Voice Process (specifically within E-commerce or Technical Support domains).
• Prior QA Experience: Not required. Strong performance as a voice agent with an eye for detail is sufficient.
• Communication: Exceptional verbal and written English communication skills.
• Availability: Must be an immediate joiner.
• Location & Shift: Willingness to work on-site in Hyderabad with rotational shifts.
• Skills: Strong active listening, analytical thinking, and basic proficiency in MS Excel/Google Sheets for reporting.

Perks & Compensation

• Salary: Up to 4.5 LPA (commensurate with performance and experience).
• Work Schedule: 5-day work week with 2 rotational days off.
• Transport: Free 2-way cab facility for home pickup and drop (up to 25 km radius from the office location).
• Career Growth: Fast-track transition from an agent role into core Quality Assurance and Operations.

HR Reference - Vaishnavi / Vishal