Quality Analyst - International Voice Process

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:

• Bachelor's 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.
• Strong analytical, listening, and communication skills.
• Proficient in quality monitoring tools and CRM systems.
• Willingness to work night shifts and rotational weekly off