Job DescriptionQuality Analyst (QA) – Voice ProcessPosition
- *Quality Analyst (Voice Process)**
Department
BPO Operations
Employment Type
Full\-Time
Reporting To
Process Manager / Operations Manager
About Hutah Technologies
Hutah Technologies is a technology\-driven organization delivering Business Process Outsourcing (BPO), IT Consulting, AI Solutions, and Digital Transformation services to global clients. We are committed to operational excellence, customer satisfaction, and continuous process improvement.
Position Summary
We are seeking a detail\-oriented and analytical **Quality Analyst (QA)** to monitor and evaluate customer interactions, ensure compliance with client requirements, and drive continuous quality improvements across voice operations.
The ideal candidate should have experience in international voice processes, strong analytical skills, and the ability to coach agents to improve performance while maintaining client SLAs and quality standards.
Key Responsibilities
- Monitor and evaluate inbound and outbound customer calls based on quality parameters.
- Conduct call audits and score interactions using client\-approved QA scorecards.
- Provide timely and constructive feedback to agents and Team Leads.
- Identify process gaps and recommend improvement opportunities.
- Ensure compliance with client policies, regulatory requirements, and internal SOPs.
- Conduct calibration sessions with Operations and Training teams.
- Prepare daily, weekly, and monthly quality reports.
- Track quality trends and support action plans to improve overall performance.
- Participate in client quality reviews and internal quality meetings.
- Support new hire training by sharing quality expectations and best practices.
Key Performance Indicators (KPIs)
- Quality Score (QA%)
- Compliance Score
- Error Rate
- Coaching Effectiveness
- CSAT Improvement
- First Call Resolution (FCR) Support
- Audit Completion Rate
- SLA Compliance
Required Qualifications
- Graduate in any discipline.
- 2\+ years of experience as a Quality Analyst in a BPO Voice Process.
- Experience handling US, UK, or Australian voice processes is preferred.
- Strong understanding of customer service quality frameworks.
Required Skills
- Call Monitoring \& Evaluation
- Quality Assurance
- Process Compliance
- Coaching \& Feedback
- Root Cause Analysis
- Customer Service Standards
- Data Analysis \& Reporting
- Microsoft Excel \& Google Sheets
- Excellent Communication Skills
- Attention to Detail
Preferred Skills
- Knowledge of COPC or Six Sigma concepts
- Experience with CRM and Dialer systems
- Calibration and Quality Governance
- Performance Improvement Planning
- Client Quality Reporting
Working Conditions
- Work from Office
- Fixed shifts based on business requirements
- Weekly off
- Adherence to confidentiality and information security policies is mandatory
Success Profile
The ideal Quality Analyst is passionate about delivering exceptional customer experiences through continuous monitoring, coaching, and process improvement. The candidate should possess strong analytical abilities, excellent communication skills, and the capability to influence operational excellence across the team.
Salary
As per industry standards and experience.
- *Join Hutah Technologies and help drive world\-class customer service through quality excellence and operational discipline.**
Pay: ₹25,000\.00 \- ₹30,000\.00 per month
Benefits
- Paid sick time
- Paid time off
Work Location: In person