Voice Analyst

Location : Bang/Hyd/Pune

Experience: 3-6 years

Key Responsibilities

JD for QA Engineer

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:

o Neutral accent standards

o Pronunciation and phonetics

o 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