Quality Analyst – Hindi & English Calls

About the role

We are seeking a proactive Quality Analyst fluent in Hindi and English to independently evaluate inbound and outbound calls from day one. You will identify process gaps, turn audit findings into measurable improvements, and help elevate overall service quality.

Key responsibilities

• Monitor and evaluate calls against defined quality parameters using the approved Quality Scorecard.
• Score interactions accurately and consistently, identifying knowledge gaps, compliance risks, and behavioral trends.
• Provide timely, actionable feedback to agents and Team Leads.
• Partner with Training to address recurring error patterns and coaching needs.
• Flag critical or compliance‑sensitive interactions to management.
• Maintain strong knowledge of client products, processes, and service workflows.
• Track root‑cause trends and convert them into process‑improvement recommendations, SOPs, or system parameter updates.
• Contribute to QA scorecard refinement as products and processes evolve.

Required profile

• Bachelor’s degree in any related discipline.
• Minimum 2 years of hands‑on quality analyst experience in a customer‑service environment.
• Proven record of turning audit findings into operational changes.
• Strong analytical mindset with root‑cause and Pareto analysis skills.
• Ability to spot single errors, assess scope, and escalate appropriately.
• Excellent communication in both Hindi and English.

Required skills

• Working knowledge of quality monitoring toolkits used for evaluations and audits.