Quality Analyst - International Process

We are hiring for Customer Support - Voice process across Levels.

Proving support in voice process - Payments/ Billing/ Payroll etc

Exp : 3 - 8 yrs

Loc: Gurgaon

Shifts : US shifts

Roles:

• Perform detailed quality audits to evaluate agent performance against defined KPIs and policies.

• Provide structured and actionable feedback to improve accuracy and reduce errors.

• Conduct calibration sessions to ensure consistency across QA evaluations.

• Provide insight and solutions to operational management to maximize lead conversion and customer/supplier satisfaction

-Monitoring and improving process quality and ensuring compliance with organizational and regulatory standards.

-Recommend, implement and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.