Quality Specialist - International Voice Process

Job Title: Quality Analyst (International Voice Process) Location: Okhla Phase II, New Delhi Employment Type: Full-Time Shift: Night Shift (International Process) Job Summary We are looking for an experienced and detail-oriented Quality Analyst to monitor, evaluate, and improve the performance of our International Voice Process team. The ideal candidate should have a strong understanding of quality frameworks, customer service standards, and sales compliance while ensuring continuous process improvement through regular feedback and coaching. Key Responsibilities Monitor and evaluate inbound/outbound customer interactions based on defined quality parameters. Conduct regular call audits and provide constructive feedback to agents and Team Leaders. Identify quality gaps and recommend improvement plans. Prepare daily, weekly, and monthly quality reports and scorecards. Conduct calibration sessions with Operations and Training teams to ensure scoring consistency. Monitor compliance with company policies, client requirements, and process guidelines. Assist in developing quality standards, SOPs, and evaluation forms. Analyze customer interactions to identify trends and improvement opportunities. Coordinate with Training and Operations teams to improve agent performance. Ensure adherence to international customer service and communication standards. Eligibility Criteria 2–3 years of relevant experience as a Quality Analyst in an International Voice Process BPO . Excellent understanding of QA methodologies, call monitoring, and performance evaluation. Strong analytical and reporting skills. Excellent verbal and written English communication. Proficient in MS Excel, Google Sheets, and reporting tools. Ability to provide effective coaching and feedback. Comfortable working in night shifts . Immediate joiners will be preferred. Required Skills Call Monitoring & Quality Audits Root Cause Analysis (RCA) Performance Coaching Quality Scorecard Management Process Improvement Compliance Monitoring Advanced MS Excel Strong Communication & Interpersonal Skills Attention to Detail What We Offer Competitive Fixed Salary Performance-Based Incentives Free Meals & Snacks Career Growth Opportunities Employee Rewards & Recognition Programs Professional & Collaborative Work Environment Job Type: Full-Time Shift: Night Shift (International Process) Experience Required: Minimum 2–3 Years (International Voice Process QA)