Quality Analyst – Hindi & English

About the role

We are seeking a proactive Quality Analyst who will independently evaluate inbound and outbound calls in Hindi and English, identify process gaps and turn audit findings into measurable improvements.

Key responsibilities

• Monitor and evaluate inbound and outbound calls against defined quality parameters.
• Score interactions using the approved Quality Scorecard with accuracy and consistency.
• Identify knowledge gaps, compliance risks and behavioural trends across the agent team.
• 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 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.
• Analytical mindset with a focus on root‑cause and Pareto analysis before intervention.
• Proven record of turning audit findings into operational changes.
• Ability to spot single errors, assess their scope and drive escalation to leadership.
• Experience collaborating with training and client teams to institutionalise fixes.

Required skills

• Quality toolkit
• Quality Scorecard
• Pareto analysis