Job Role: Voice & Accent Quality Analyst
Job Location: Bangalore, Hyderabad, Pune
Work Mode: (Hybrid)
Experience : 3-6 years
Key Responsibilities
- We are looking for a Voice & Accent Quality Analyst, which is a specialized role and different from a standard QA position.
- We need candidates with call center experience who can evaluate the following:
- Monitor live and recorded customer calls across inbound and outbound queues.
- Evaluate calls against defined quality frameworks, including:
- Voice clarity and pronunciation
- Accent neutrality and intelligibility
- Professional tone, empathy, and customer handling
- Adherence to scripts, call flows, and compliance requirements
- Score calls using approved quality scorecards and calibration standards.
Experience
- 3–6 years of experience in a call centre environment.
- Prior experience as a Voice & Accent Analyst, Quality Analyst (Voice focused), or Communication Coach.
- Hands on experience evaluating customer voice interactions.
Skills
- Strong understanding of:
- Neutral accent standards
- Pronunciation and phonetics
- Voice modulation and articulation
- Excellent listening, analytical, and observation skills.
- Strong command of spoken English; additional language evaluation experience is a plus.
- Ability to deliver feedback in a clear, professional, and motivational manner.
- Familiarity with quality monitoring tools and CRM / call recording systems.
Education
- Graduate in any discipline.
- Certifications in Voice & Accent, Communication Skills, or Language Training are preferred.
Key Competencies
- Attention to detail
- Strong judgement and consistency in scoring
- Customer centric mindset
- Collaboration with QA, training, and operations teams
- Professional integrity and confidentiality
