Job title: Quality Analyst (International Voice Process)
Location: Coimbatore (On-site)
Workday: Monday to Friday
Shift: Night shift
Preferred DOJ: Immediate / 30 days
Apply directly at [Confidential Information] or WA at +91 8925928373
Job Summary: Driving quality and performance in international voice operations for Pathfinder Business Analysis: through call audits, structured feedback, training support, and data-driven insights to ensure high service standards, compliance, and continuous improvement.
Mandatory Qualifications:
- Undergraduate degree (any discipline).
- Minimum 5 years of relevant experience, with prior exposure as a Process Trainer and/or Quality Analyst in a customer-facing or operations environment.
- Preferred exposure with US / UK / ANZ ops / Customer / Client handling
- CEFR C1 proficiency in English (verbal and written) – mandatory.
- Experience handling agent-level feedback and performance coaching in a structured manner.
Quality & Process Competencies:
- Strong understanding of Quality Management Systems (QMS) and audit methodologies.
- Hands-on experience with calibration and compliance scoring.
- Working knowledge of process excellence frameworks (basics of Six Sigma)
Behavioral & Functional Competencies:
- An analytical mindset with the ability to translate data into actionable insights.
- High attention to detail with exceptional documentation discipline.
- Stakeholder management skills with the confidence to influence
- Strong coaching orientation with a constructive, improvement-led feedback approach.
Communication & Language:
- CEFR C1-level English proficiency with the ability to articulate feedback, write professional documentation, and present insights to leadership.
- Clear, structured, and persuasive communication style.
Tools & Technology:
- Advanced proficiency in MS Excel for data analysis and reporting.
- Comfort working in process-driven, metrics-led environments.
- Feedback, Coaching & Capability Enablement.
- Deliver structured, evidence-based feedback to agents and team leaders with a strong focus on behavior change.
- Act as a quality reinforcement partner to Training and Operations, ensuring post-training effectiveness and on-floor adoption.
Process Training & Knowledge Management:
- Leverage prior Process Trainer experience to support refresher sessions, targeted interventions, and micro-learning initiatives.
- Own and govern process documentation, including SOPs, work instructions, quality playbooks, and version control.
- Ensure documentation aligns with audit readiness and compliance standards.
Apply directly at [HIDDEN TEXT] or WA at +91 8925928373
