Specialist - Quality Analyst
Hybrid · Hyderabad, Telangana, India
Job Summary
Specialist - Quality Analyst responsible for conducting quality reviews of telephonic and email interactions to ensure service quality goals and compliance. Performs audits of outbound calls and correspondence, verifies information accuracy, and ensures adherence to guidelines. Summarizes findings with recommendations for performance discussions, provides ongoing coaching and onboarding support for new hires, delivers product/process refresher trainings, and contributes to root-cause analyses during escalations. Maintains knowledge of policies and procedures; may create SOPs and support continuous improvement initiatives. Strong emphasis on exceptional communication, leadership, and analytical skills to support a high-quality customer experience across hybrid, remote, and in-office settings.
Required Qualifications
- 1-3 years experience in quality analysis or QA
- experience conducting quality reviews of telephonic/email conversations
- ability to audit sales outbound calls and communications for compliance and information accuracy
- ability to summarize findings and provide actionable recommendations
- experience in coaching and providing performance feedback to associates
- familiarity with creating or updating SOPs and training materials
- strong communication and interpersonal skills
- proficiency with QA tools and data analysis
- ability to manage multiple tasks and work under pressure
- customer service orientation and problem-solving skills
- training or mentoring experience is a plus
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