Quality Analyst || International Voice Process || Night Shift

Role & responsibilities:

Lead, mentor, and support a team of Quality Analysts; ensure consistent evaluation standards and high performance.

• Oversee quality monitoring across channels and ensure alignment with client communication style and expectations.
• Prepare, maintain, and store quality documentation, scorecards, guidelines, and calibration materials.
• Analyze QA results, team performance, and trends; identify gaps and improvement opportunities.
• Conduct capacity planning, workload distribution, and prioritization for the QA team.
• Drive team motivation through engagement activities, feedback loops, and development plans.
• Prepare and deliver quality reports for internal leadership and external business reviews.
• Lead internal QA calls, organize and run calibration sessions, and ensure scoring consistency.
• Communicate with the client on quality topics, insights, risks, and improvement actions.
• Build, track, and report on action plans related to quality, efficiency, and customer satisfaction.
• Support deep dives into CSAT/DSAT, rootcause analysis, and process improvement initiatives.
• Ensure QA insights translate into actionable recommendations for operations, training, and product teams.
• Demonstrate flexibility and adaptability to rapidly changing processes, priorities, and client expectations.