Quality Analyst (International Sales) | Call Monitoring | Navi Mumbai
Assess customer interactions, identify training needs, generate quality reports, and drive service excellence. US shift, uncapped incentives, and career growth to Quality Lead.
What you'll actually do
Here's the real breakdown, no fluff, just what matters.
About the Role:
We are hiring a Quality Analyst to join our Quality Assurance team for our international sales process. As a QA, you will monitor and evaluate customer interactions (calls, chats, emails), identify areas for improvement, provide feedback to agents, and work with Training and Operations to enhance overall service delivery.
Key Responsibilities:
- Monitor and evaluate inbound and outbound sales calls for quality
- Score calls based on defined quality parameters and scorecards
- Provide constructive feedback to agents on call quality and sales techniques
- Identify training needs and work with Training team on improvement plans
- Conduct calibration sessions with Operations and Training teams
- Prepare daily, weekly, and monthly quality reports and dashboards
- Track quality trends and highlight areas of concern to management
- Handle ANTI (Agent Needs Training Identification) and VOC analysis
Requirements:
- Graduate degree
- 1+ year experience as Quality Analyst in International BPO (Preferred)
- Freshers with excellent analytical skills may be considered
- Strong attention to detail and analytical mindset
- Excellent English communication skills
- Proficient in MS Excel (pivot tables, charts, formulas)
- Understanding of call quality parameters and scorecards
What We Offer:
- Fixed US night shift (no rotational)
- 5-day work week
- Salary upto ₹40,000 (based on interview performance and experience)
- Uncapped incentives (no capping on quality performance bonuses)
- Free dinner for night shift
- Career growth to Senior QA → Quality Lead → Quality Manager
- Certifications and training programs
You'll need to know 👇
Job Overview
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