Quality Analyst (QA)

About The Job:

• Experience: Minimum 3 Years in US Call Monitoring / Call Auditing
• We are looking for an experienced Quality Analyst (QA) with expertise in US Call Auditing and Call Monitoring.
• The candidate will be responsible for evaluating customer interactions, monitoring call quality, ensuring compliance with client requirements, and providing actionable feedback to improve overall service performance.
• The ideal candidate should have prior experience auditing calls for US-based clients and possess excellent communication, analytical, and quality management skills.

Essential Job Functions:

• Monitor and evaluate customer service calls, emails, and customer interactions as per defined quality standards.
• Perform quality audits on calls handled by agents supporting US-based clients.
• Assess agent performance against quality scorecards, process adherence requirements, compliance standards, and customer experience metrics.
• Identify quality gaps, performance trends, and opportunities for process improvement.
• Provide detailed feedback, coaching insights, and improvement recommendations to agents and team leaders.
• Conduct Root Cause Analysis (RCA) on recurring quality issues, customer complaints, and process deviations.
• Ensure adherence to client-specific requirements, regulatory guidelines, and internal quality standards.
• Track, analyze, and report quality performance metrics and trends.
• Prepare and maintain quality audit reports, scorecards, dashboards, and performance summaries.
• Collaborate with Operations, Training, and Team Leads to drive continuous quality improvement initiatives.
• Participate in calibration sessions to ensure consistency and accuracy in quality evaluations.
• Support internal audits, client audits, and quality compliance reviews as required.
• Maintain high levels of accuracy, productivity, confidentiality, and professionalism while performing quality assessments.
• Recommend process enhancements to improve customer satisfaction, compliance, and operational performance.

Qualifications:
Required Skills & Experience

• Minimum 3 years of experience in US Call Monitoring, Call Auditing, or Quality Assurance roles.
• Strong understanding of Quality Assurance methodologies, frameworks, and audit processes.
• Hands-on experience evaluating customer interactions against quality scorecards and compliance standards.
• Experience conducting call audits for US-based customer support, customer service, or contact center operations.
• Strong understanding of process adherence, compliance checks, and customer experience evaluation.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving capabilities.
• Ability to identify quality trends and provide actionable recommendations.
• Experience performing Root Cause Analysis (RCA) and developing corrective action plans.
• Proficiency in preparing quality reports, dashboards, scorecards, and performance metrics.
• Strong attention to detail and ability to maintain audit accuracy.
• Ability to work collaboratively with Operations, Training, and Leadership teams.
• Good knowledge of MS Excel, MS Office, and reporting tools.

Preferred Skills

• Experience working with US healthcare, telecom, BFSI, retail, or customer support processes.
• Knowledge of quality improvement methodologies and customer experience frameworks.
• Experience handling client-facing quality reviews and calibration sessions.
• Exposure to contact center quality management systems and QA tools.

How to Apply:
Interested candidates are encouraged to respond or submit their updated resumes.
For additional job opportunities, please visit Jobs In India – VARITE.

Unlock Rewards:
Refer Candidates and Earn.

If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit.
VARITE offers a Candidate Referral Program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:
0–2 years INR 5,000
2–6 years INR 7,500
6+ years INR 10,000

About VARITE:
VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA.
VARITE is currently a primary and direct vendor to leading corporations in multiple industry verticals.

Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, or disability status.