Quality Analyst

Job Description

We are looking for a Quality Analyst to monitor, evaluate, and improve the quality and performance of customer interactions and team processes. The ideal candidate should have strong English communication skills, attention to detail, and hands-on experience with quality control tools. Key Responsibilities Conduct call barging, monitoring, and quality audits. Evaluate Associate performance against defined quality standards and KPIs. Identify errors, quality gaps, and areas for improvement. Conduct sample audits and provide constructive feedback. Work closely with Team Leaders and Moderators to improve performance. Conduct regular one-on-one sessions and performance reviews. Support calibration sessions and refresh teams on relevant policies. Maintain quality and accuracy standards across assigned processes. Prepare and monitor quality reports and performance metrics. Requirements Minimum 1 year of experience as a Quality Analyst. Strong verbal and written English communication skills. Hands-on experience with QC/quality monitoring tools. Strong analytical, problem-solving, and critical-thinking skills. Self-motivated, accountable, and adaptable. Comfortable working in a 24x7 rotational environment.