Quality Analyst

Job Title: Quality Analyst – Outbound Calling (Vendor Confirmation) Location: Thane Shift: US Shift (Night Shift) Employment Type: Full-time Job Summary: We are looking for a detail-oriented and experienced Quality Analyst (QA) to support our outbound calling team responsible for vendor confirmations. The QA will monitor, evaluate, and provide actionable feedback on call quality, ensuring adherence to process standards, communication guidelines, and compliance. Strong English communication skills and familiarity with US location names and pronunciation are essential for success in this role. Key Responsibilities: Monitor live and recorded outbound calls made to vendors to ensure process accuracy and communication quality. Evaluate agent performance using pre-defined quality parameters (call structure, language, tone, accuracy, etc.). Identify call quality gaps and collaborate with the Team Leader to coach and improve agent performance. Provide constructive feedback, maintain audit reports, and track quality trends. Work closely with operations and training teams to develop or update call scripts, SOPs, and quality standards. Support calibration sessions and internal audits to align quality benchmarks across teams. Ensure all interactions meet SLA, compliance, and client-specific requirements. Required Skills & Qualifications: Minimum 2–3 years of experience in a voice process with at least 1 year in a QA role (preferably outbound calling). Proficiency in English at B2 level or higher (CEFR scale). Strong analytical and listening skills , with attention to detail. Clear and professional voice profile with the ability to evaluate pronunciation and tone, especially for US location names . Familiarity with US geography , vendor coordination processes, and US ACCESS tools or platforms is a plus. Ability to work independently and manage multiple quality audits efficiently. Proficient in MS Excel, call audit tools, and quality dashboards. Preferred Qualifications: Experience in logistics, supply chain, or vendor-facing processes. Exposure to compliance-driven quality frameworks and reporting tools.

Location: thane, IN

Posted Date: 6/16/2025