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Job Description – Quality Analyst (Voice Process) | Swiggy Process

Job Title: Quality Analyst – Voice Process

Company: Writer Business Service Private Limited

Location: Noida

Job Type: Full-Time

Shift: 24×7 Rotational Shifts

Experience Required: Minimum 1 Year

Salary: Best in Industry

About the Role:

We are looking for a detail-oriented and analytical Quality Analyst to monitor and improve the performance of telecalling agents involved in Delivery Partner onboarding and rejoiner activities. The candidate will be responsible for ensuring quality standards, SOP compliance, and enhancing the overall candidate experience.

Key Responsibilities:

Monitor and evaluate inbound and outbound calls for quality assurance.

Assess agent performance based on communication skills, process adherence, and SOP compliance.

Provide timely feedback and conduct coaching sessions to improve agent performance.

Prepare quality reports, MIS, RCA, and CAPA reports for escalations and fatal errors.

Identify training needs and collaborate with training teams for performance improvement.

Ensure compliance with onboarding and rejoiner process guidelines.

Recommend process improvements to enhance operational efficiency and customer experience.

Maintain accurate quality records and performance trackers.

Work closely with operations teams to achieve business SLAs and quality targets.

Eligibility Criteria:

Graduate or Undergraduate candidates can apply.

Minimum 1 year of experience as a Quality Analyst in a voice process.

Experience in customer service, recruitment, or onboarding processes will be an added advantage.

Strong communication and interpersonal skills.

Excellent analytical and problem-solving abilities.

Proficiency in MS Excel and quality monitoring tools.

Knowledge of CRM systems and quality frameworks.

Preferred Skills:

Experience in the logistics, delivery, or e-commerce industry.

Knowledge of Power BI and data reporting tools.

Regional language proficiency is an added advantage.

Versant Level 3 or above preferred.

Why Join Us?

Opportunity to work with a leading brand.

Career growth and development opportunities.

Dynamic and collaborative work environment.

Competitive salary and benefits.

Interested candidates can apply through Apna or share their updated resume with us.