Call Quality Analyst

NIght shift - 6 pm to 3 am (mon to Fri)

Job Title: Quality Analyst – Sales & Operations (US Logistics)

Responsibilities:

* Monitor and evaluate inbound/outbound calls for Sales and Operations teams.

* Ensure adherence to process, compliance, and communication standards.

* Provide clear, constructive feedback to employees and support performance improvement.

* Conduct training for new hires and refresher sessions for existing staff.

* Prepare quality reports, maintain scorecards, and identify improvement opportunities.

* Collaborate with team leads to improve call quality, customer experience, and process efficiency.

Requirements:

* 2–4 years of QA or training experience in logistics/BPO/customer service.

* Strong understanding of US logistics processes.

* Excellent communication, coaching, and analytical skills.

* Proficient with call evaluation tools and MS Office.