Quality Analyst - International Voice

Location: Chennai (TN) | Employment Type: Full Time - 40 hours per week | Job Level: T3 | Work Preference: Onsite at work location address | Job Code: 240932

Job Description:

Roles & Responsibilities:

Design and implement quality assurance processes to assess agent interactions across various channels (phone, email, chat).
Conduct regular audits of agent interactions to evaluate compliance with established policies and procedures.
Provide detailed feedback to agents based on quality assessments and collaborate with training to address performance issues.
Analyze data and trends to identify root causes of quality issues and recommend corrective actions.
Develop and maintain quality assurance documentation and reporting.
Collaborate with other departments to ensure consistency in quality standards.
Participate in calibration sessions to ensure a standardized approach to quality

Qualifications:

· Bachelor's degree in a relevant field.

· Proven experience in quality assurance in a contact center environment.

· Strong analytical and problem-solving skills.

· Attention to detail and the ability to provide constructive feedback.

· Familiarity with quality assurance tools, e-learning platforms, and instructional design principles.

· Excellent communication, interpersonal & presentation skills.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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