Job Title: Quality Analyst – Voice Process

Department: Quality

Location: Hyderabad

Employment Type: Full-Time, Permanent

Language Preference: English, Telugu

Compensation: Upto 4.2 LPA

Role Overview:

At Writer Information, we are seeking a proactive and detail-oriented Quality Analyst to monitor, evaluate, and enhance the performance of our voice-based telecalling team. In this role, you will ensure high-quality service delivery, coach agents for improvement, and support process excellence across onboarding and engagement activities.

Key Responsibilities:

* Call Quality Monitoring

Review inbound and outbound calls for clarity, professionalism, and SOP adherence

Evaluate agent communication and information accuracy


*Feedback and Development

Deliver structured, actionable feedback to telecallers

Conduct coaching sessions to improve quality, sales skills, and compliance


*Performance Reporting and Analysis

Generate quality reports and performance dashboards

Conduct Root Cause Analysis (RCA) and Corrective Action Planning (CAPA) for errors


*Compliance and SOP Adherence

Ensure agents follow onboarding and rejoining SOPs strictly

Monitor and flag process deviations with corrective suggestions


*Process Improvement

Collaborate with internal teams to enhance onboarding efficiency

Recommend improvements based on analysis and field feedback


*Documentation

Maintain accurate call audit logs and performance trackers

Report escalations and share weekly/monthly review data

Qualifications and Skills

Education:

Graduate or Undergraduate in any stream


Experience:

Minimum 1 year in a QA role in voice-based customer support or onboarding process

Exposure to delivery/logistics support processes is an advantage


Core Skills:

Strong verbal communication and listening skills

Analytical mindset with attention to detail

Proficiency in MS Excel; Power BI knowledge is a plus

Familiarity with CRM and call monitoring tools

Regional language fluency (preferred)

Versant Score 3+ (preferred)



Why Join Us?

Career Growth: Learn, grow, and advance in a performance-driven culture

Work Environment: Supportive, transparent, and inclusive team culture

Impactful Work: Direct contribution to the quality of customer and onboarding experiences

Learning Opportunities: Regular coaching, training programs, and internal upskilling


How To Apply:

Please mail your resume to [email protected] with Subject Line - 'Application For QA (Hyderabad)'