Quality Analyst (International Voice Process) @ US Healthcare BPO

Job Description

Job description

Job Title: Quality Analyst International Voice Process
Location: Bangalore
Shift: US Rotational Shifts
CTC: 5 - 6 LPA (based on experience)

Job Overview:

We are seeking a detail-oriented and experienced Quality Analyst to evaluate and ensure the delivery of high-quality customer service in our international voice contact center. The ideal candidate will monitor calls, identify process gaps, and collaborate with stakeholders to drive continuous service improvement.

Key Responsibilities:

• Monitor and evaluate inbound and outbound calls for quality, compliance, and customer service standards.
• Identify coaching needs and provide actionable feedback to agents for performance improvement.
• Conduct root cause analysis on quality issues and recommend process enhancements.
• Collaborate with Team Leads and Trainers to address quality gaps through targeted coaching and training.
• Maintain detailed quality reports and dashboards for regular performance tracking.
• Design quality assurance processes and audit frameworks to ensure compliance with client requirements.
• Participate in calibration sessions to align on scoring methods and maintain consistency.
• Support continuous improvement initiatives across customer service processes.
• Stay updated on product/process knowledge and quality standards.
  

Qualifications:

• Bachelors degree (mandatory).
• 5+ years of experience in a contact center environment.
• At least 3-4 years of experience in a Quality Analyst or QA-related role, preferably in an international voice process.
• Willingness to work night shifts and rotational weekly offs.

Type: Full Time, Permanent

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Keyskills:   Call Monitoring Quality Monitoring Call Audit International Process International BPO BPO Quality Audit Call Quality Feedback Call Calibration CSAT