Quality Analyst
IntouchCX
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Job Description
Job Role : Quality Analyst - International Process (BPO)
Company: IntouchCX
Location: B16 Mindspace, Hyderabad
Employment Type: Full-time
About the Role
IntouchCX is looking for dynamic and customer-focused professionals to join our team as Quality Analysts. This opportunity is ideal for candidates with experience in international customer support who are passionate about quality, customer experience, and process excellence.
Key Responsibilities
- Monitor and evaluate customer interactions to ensure compliance with quality standards and client requirements.
- Conduct call audits and provide constructive feedback to improve agent performance.
- Identify trends, process gaps, and areas of improvement through quality evaluations.
- Maintain quality scorecards and generate quality reports as required.
- Collaborate with operations and training teams to drive continuous improvement initiatives.
- Ensure adherence to organizational policies, processes, and customer service standards.
Eligibility Criteria
- Minimum 1 year of experience in an International Voice Support / International Voice Process is mandatory.
- Prior experience as a Quality Analyst is not mandatory; however, candidates with QA experience will be given preference.
- "Immediate Joiners" only.
- Graduates only (any stream).
- Strong communication, analytical, and feedback delivery skills.
- Ability to work in a fast-paced customer service environment.
Work Schedule
- 24/7 Rotational Shifts
- Rotational Week Offs
- 5 Days Working & 2 Days Off
Compensation & Benefits
- CTC up to 4.5 LPA
- Two-way cab facility within a 25 km radius of the office location.
- Employees opting for self-commute will receive an additional 5,000 per month Travel Allowance (over and above the offered CTC).
- Opportunity to build a rewarding career with a global customer experience organization.
Work Location
IntouchCX - B16 Mindspace, Hyderabad
If you have a passion for quality, customer experience, and continuous improvement, we'd love to hear from you. Apply now and be a part of our growing team at IntouchCX!
HR Details :
- Please share your updated CV to "vishalbhavani.pd@intouchcx.com" with the subject line as "Application for QA -BPO role"
About The Company
IntouchCX
We are IntouchCX, where innovation meets industry, where dreamers meet doers, and where scale meets soul. We are revolutionizing the global customer experience across all industries, delivering value-driven CX management, digital engagement, and AI and automation solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize our partners’ CX through our data-driven and brand-specific approach. We immerse ourselves in their worlds with curiosity, creativity, and innovation to deliver exceptional results. By providing actionable insights, we drive team performance and ROI alignment to meet our partners’ strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with their organizations. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
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