Senior Associate / Process Lead - Quality Analyst - Voice Advance

Candidate Expectations

• Total Experience and Relevant Experience
• 3-6 years of international voice experience, including a minimum of 1-2 years in a dedicated quality-monitoring or quality-analyst role.
• Candidate Location Anywhere in India.
• Education and Certification - Qualification: Any Degree.

Detailed Job Description

• 3-6 years of international voice experience, including a minimum of 1-2 years in a dedicated quality-monitoring or quality-analyst role
• Hands-on experience evaluating advanced customer-care interactions such as complex queries, complaints, escalations, retention conversations and billing explanations.
• Strong command of spoken and written English, with the ability to document evaluations, observations and improvement recommendationsclearly and objectively.
• Ability to apply quality frameworks and evaluation forms consistently, with a clear understanding of fatal versus non-fatal errors and customer-impact versus compliance-impact defects.
• Analytical skills to interpret quality scores, error trends, customer feedback, repeat contacts and complaint drivers, and to convert them into root-cause findings.
• Experience delivering structured feedback and coaching support to frontline associates without creating conflict or defensiveness.
• Working knowledge of quality-monitoring tools, speech orinteraction analytics, CRM or case-management systems, evaluation forms andreporting formats (including Excel and presentation tools).
• Understanding of customer verification, privacy, consent, mandatory disclosures, documentation standards and process-compliance requirements.
• Monitor and evaluate advanced voice interactions against the approved quality framework, covering customer experience, resolution accuracy,process adherence, compliance and documentation.
• Assess conversation quality in complex scenarios including difficult conversations, irate customers, de-escalation, empathy, customer retention and high-bill explanations.
• Validate the accuracy of the resolution provided, including account, billing, usage, payment and adjustment information communicated to the customer.
• Identify fatal errors, compliance breaches, verification gaps, misinformation, unsupported commitments and incomplete documentation, and escalate through the defined route.
• Record evaluation findings with objective evidence, clear rationale and specific improvement recommendations.
• Conduct root-cause analysis on quality failures, repeat contacts, complaint drivers, low customer-satisfaction interactions and escalations.
• Prepare and publish quality dashboards and reports covering scores, error trends, top defects, agent-level performance, process gaps and improvement actions.
• Deliver structured, evidence-based feedback to associatesand support team leaders with targeted coaching plans and follow-up reviews.
• Track improvement of bottom-quartile performers and validate the effectiveness of coaching and remediation actions.
• Identify training needs, knowledge-article gaps, SOP ambiguity and process friction, and recommend corrective or preventive actions.
• Support audit readiness, quality governance reviews, client reviews and continuous-improvement initiatives with accurate data and documentation.
• Willingness to work in Global Timings.Mandatory Key Skills: Customer Service, international voice, quality monitoring,customer verification, CRM, compliance.
• Good To Have: Client interaction, Stakeholder Management, Dashboards.**Additional Requirements:**Flexible working on shifts.