Quality Analyst- Voice Process
- NLB
- 4 - 9 years
- Noida, Gurugram
- 2 months ago
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Job Description
Job Summary:
We are looking for a Quality Analyst (QA) to monitor and evaluate the quality of customer interactions in our US voice process. The QA will be responsible for ensuring compliance with process guidelines, identifying improvement opportunities, and enhancing customer experience through regular feedback and training support.
Please share your cv at su************a@nl****h.com
Key Responsibilities:
- Monitor and evaluate voice calls (inbound/outbound) to ensure adherence to quality standards and process compliance.
- Provide detailed feedback and coaching to agents to improve performance and customer satisfaction.
- Identify communication gaps, process deviations, and training needs.
- Maintain and update QA scorecards, call calibration reports, and audit sheets.
- Participate in call calibration sessions with clients and internal teams.
- Analyze trends and share insights to improve overall team quality and performance.
- Collaborate with Team Leaders, Trainers, and Operations to drive continuous improvement.
- Ensure compliance with company policies, data privacy, and regulatory standards.
- Prepare daily, weekly, and monthly quality reports and share with stakeholders.
Key Skills & Competencies:
- Excellent communication and listening skills (US English accent familiarity preferred).
- Strong analytical and problem-solving abilities.
- Attention to detail and accuracy in audit evaluations.
- Good understanding of customer service metrics (CSAT, FCR, AHT, QA scores, etc.).
- Proficiency in MS Excel, QA tools, and reporting dashboards.
- Ability to handle multiple tasks and work under pressure.
- Knowledge of calibration and quality frameworks (COPC, Six Sigma, etc.) preferred.
Qualifications & Experience:
- Graduate (any discipline).
- Minimum 2-5 years of experience as a Quality Analyst in an International Voice Process (US preferred).
- Experience in BPO/Contact Center environments is mandatory.
- Prior experience handling US customer service, technical support, or sales process will be an advantage.
Key Performance Indicators (KPIs):
- QA Accuracy and Calibration scores.
- Agent performance improvement rate.
- Reduction in repeat errors and customer complaints.
- Quality compliance and audit completion timeliness.
Work Environment:
- Night shift / rotational offs (aligned with US time zone).
- On-site setup (depending on company policy).
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: NLB Services Pvt LtdLocation(s): Noida, Gurugram
Keyskills: Call Audit Voice Process International BPO International Voice Process BPO Call Monitoring Call Quality
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NLB SERVICES PRIVATE LIMITED Our definition of success is the tangible, measurable difference we make to our clients' processes and bottom lines.- Sachin Alug, CEO
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