Quality Analyst - Voice Process

Concentrix is a global business services company specializing in customer engagement and improving business performance. With operations across India, Concentrix serves Fortune 500 clients across various verticals including technology, banking, retail, and healthcare.

The Quality Analyst will be responsible for monitoring and evaluating customer interactions across voice channels to ensure adherence to quality standards and compliance. This role demands a strategic approach to quality assurance, coaching teams, and driving process improvements.

• Monitor and evaluate customer interactions across voice channels for quality, compliance, and customer experience standards
• Conduct root cause analysis of quality trends and provide actionable insights to operations and training teams
• Design and implement quality frameworks, scorecards, and audit mechanisms for voice processes
• Lead calibration sessions with stakeholders to ensure consistency in quality evaluation
• Partner with training teams to identify skill gaps and develop targeted coaching interventions
• Prepare comprehensive quality reports and dashboards for senior leadership and client stakeholders

• Bachelor's degree in any discipline with 6+ years of experience in quality assurance within BPO/customer operations
• Strong expertise in voice process quality monitoring, call auditing, and customer experience metrics
• Advanced knowledge of quality frameworks such as COPC, Six Sigma, or similar methodologies
• Proficiency in quality monitoring tools and analytics platforms
• Excellent communication and stakeholder management skills with ability to influence cross-functional teams
• Strong analytical mindset with expertise in Excel, data visualization, and reporting tools
• Certification in quality management (Six Sigma Green Belt or higher) is highly preferred

• Competitive package between ₹9L – ₹13L per annum
• Opportunity to shape quality strategies for Fortune 500 client accounts
• Work with a diverse team of quality professionals in a collaborative environment
• On-site role with state-of-the-art facilities and employee amenities
• Clear career progression path to Quality Manager and Process Excellence roles

This opening is not listed on any public job portal. It is a verified internal opportunity exclusively accessible through the website careerjump.co.in and directly apply to this job role. They also have similar job openings posted daily on their website. You can also join their WhatsApp Community for daily updates on verified internal job openings.