Call Quality Analyst

Key Responsibilities

• Lead, guide, and motivate a team of Quality Analysts (QAs) to achieve high-quality output, including managing schedules, leaves, and performance feedback.

• Oversee the quality assurance of various content types (text, images, videos, audio) by conducting regular audits and inspections to ensure decisions align with client policies and community guidelines.

• Identify gaps, analyse quality metrics, and implement strategies and changes to improve consistency, objectivity, efficiency, and eliminate biases in the review process.

• Facilitate regular calibration sessions with internal operations teams and clients to ensure alignment on content standards and policy interpretation.

• Analyse quality data to identify trends, prepare detailed reports, and present findings, insights, and action plans to stakeholders and management for performance improvement.

• Collaborate with training teams to develop and deliver training programs and refreshers, ensuring all staff are current with guidelines, processes, and quality standards.

• Act as a primary interface between the QA team, production teams, and clients to align quality expectations and resolve quality-related issues.

• Provide support in managing crisis situations or sensitive escalations, ensuring timely and appropriate action is taken in line with policies. 

• It is a Full Time అమ్మకాలు / వ్యాపార అభివృద్ధి job for candidates with 1 - 6+ years Experience.