QA Analyst @ Industry Leading Onsite Hyderabad

About the role

The role involves monitoring, evaluating, and auditing calls, chats, emails, and/or backend processes to ensure adherence to defined quality standards, regulatory requirements, and client expectations. The incumbent will play a key role in driving process excellence and continuous improvement initiatives within the team.

What you'll do

• Monitor and evaluate customer interactions (calls, emails, chats) and/or transaction processing activities to ensure compliance with internal quality standards and…
• Conduct regular audits on sampled interactions and document findings accurately
• Identify process gaps, errors, and deviations from SOPs, and report them with clear observations
• Provide structured, objective, and actionable feedback to agents and team members for performance improvement
• Collaborate with operations, training, and quality teams to address recurring quality issues and improve process adherence

What you need

• 5–8 yrs of experience
• SOP writing
• Internal audit
• Any graduate

What you get

• Up to ₹9 L a year