Quality Analyst
- Trigent
- 4 - 8 years
- Bengaluru
- 6 months ago
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Job Description
Were Hiring - Quality Analyst (International Voice Process)
Location: Bengaluru
Experience Required: 4+ years (minimum 1 year in QA for international voice processes)
Employment Type: Full-Time
Working Days/Shift: Night Shifts( Rotational)
Job Description
We are seeking a skilled Quality Analyst (International Voice Process) to join our team. The ideal candidate will have hands-on experience in monitoring, evaluating, and improving voice-based interactions. You will play a critical role in ensuring that our customer service quality standards are consistently achieved and exceeded.
Key Responsibilities:
- Quality Monitoring: Evaluate and audit customer calls to ensure adherence to company standards, scripts, and compliance guidelines.
- Performance Analysis: Analyze performance metrics, identify improvement areas, and recommend corrective actions.
- Feedback & Training: Provide structured feedback to agents and support the training team in designing development programs.
- Documentation: Maintain accurate records of QA assessments, reports, and action plans.
- Process Improvement: Work with management to refine QA frameworks, tools, and strategies.
- Compliance: Ensure all QA activities align with company policies, industry standards, and client requirements.
Qualifications:
- Education: Bachelors degree.
- Experience: Minimum 4 years overall experience, with at least 1 year in QA for international voice processes.
- Skills Required:
- Strong knowledge of QA parameters and metrics for voice processes.
- Excellent analytical and problem-solving skills.
- Strong verbal and written communication.
- Proficiency in QA tools/software.
- Good understanding of customer service principles.
- Other Requirements:
- Flexibility to work in different shifts (including nights/weekends).
- Ability to work under pressure and meet deadlines.
What We Offer:
- Dynamic and collaborative work environment.
- Growth opportunities within QA and operations.
- Competitive salary and benefits.
If you or someone you know fits this role, apply directly through the job post or share your resume at na****b@tr****t.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: TrigentLocation(s): Bengaluru
Keyskills: Bpo Voice Process Call Monitoring Call Quality Voice Process International Voice Process
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Trigent
Trigent is a leading provider of IT services and solutions, headquartered in Boston, USA, with development centers in India. We are committed to delivering high-quality software solutions and services to our clients across the globe. Our expertise spans a wide range of industries, and we take pri...
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