Analyst - Voice Quality

Role Summary

The Analyst – Voice Quality is responsible for monitoring and evaluating respondent interaction calls to ensure adherence to defined quality standards, compliance requirements, and client guidelines. The role focuses on driving continuous improvement through structured feedback, accurate reporting, and collaboration with stakeholders to enhance overall service quality.

Key Responsibilities:

• Conduct regular call monitoring and evaluations to ensure adherence to defined quality standards, scripts, and compliance requirements
• Provide clear and constructive one-on-one feedback to employees to support performance improvement
• Participate in calibration sessions to maintain consistency and accuracy in quality evaluations
• Prepare and update quality scorecards, reports, and MIS on a regular basis
• Support coaching initiatives and follow-ups to track employee improv...