We are looking for an experienced **Quality Analyst (QA)** to join our growing International BPO team supporting US and UK voice campaigns. The ideal candidate should have a strong background in call auditing, compliance monitoring, sales quality evaluation, and agent coaching.
This role is critical in ensuring customer interactions meet quality standards, compliance requirements, and client expectations while driving continuous performance improvement across the operation.
Key Responsibilities
- Monitor and evaluate customer interactions (calls, recordings, CRM notes, and documentation).
- Conduct quality audits using predefined QA scorecards.
- Identify compliance violations, process gaps, and coaching opportunities.
- Deliver actionable feedback to agents and Team Leaders.
- Participate in calibration sessions to ensure scoring consistency.
- Track quality trends and prepare daily, weekly, and monthly reports.
- Monitor adherence to scripts, disclosures, and client\-specific compliance requirements.
- Work closely with Operations and Training teams to improve overall quality performance.
- Escalate critical compliance and customer experience issues.
- Support internal audits and client quality reviews.
What We're Looking ForMandatory Requirements
✅ Minimum 2 years of experience as a Quality Analyst in an International BPO
✅ Experience auditing US and/or UK Voice Processes
✅ Strong understanding of QA scorecards and call evaluation frameworks
✅ Excellent spoken and written English
✅ Advanced listening and analytical skills
✅ Strong command of Excel and reporting
Preferred Experience
- Sales Process QA
- Lead Generation QA
- Immigration Process QA
- Customer Service QA
- Appointment Setting QA
- Compliance Monitoring
- Revenue Assurance
Key Skills
- Call Auditing
- Quality Assurance
- Compliance Monitoring
- Coaching \& Feedback
- Root Cause Analysis
- Process Improvement
- Quality Reporting
- Calibration
- Customer Experience (CX)
- Performance Management
Success in This Role
The successful candidate will be able to
- Consistently identify quality and compliance risks.
- Improve agent performance through effective feedback.
- Maintain audit accuracy and calibration standards.
- Drive measurable improvements in customer experience and sales quality.
Why Join Us?
- Fast\-growing international business
- Exposure to US \& UK markets
- Career growth opportunities
- Supportive leadership team
- Performance\-based incentives
- Dynamic and collaborative work culture
Pay: ₹300,000\.00 \- ₹600,000\.00 per year
Benefits
- Commuter assistance
- Food provided
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Experience
- Quality Analyst in an International BPO: 1 year (Required)
Shift availability
Work Location: In person