Quality Analyst

About the Company:

Teletrix Infotech (OPC) Pvt. Ltd. is the official Indian technology partner of Automate Accelerator, a leading Australian technology and marketing firm. We support global clients across digital marketing, content, data, and customer operations.

As a Quality Analyst, you will be the quality backbone of our operations — monitoring, evaluating, and improving interactions handled by both live agents and AI-powered bots. Your analysis drives real improvements in client experience and team performance.

What you'll audit — in detail

• Live agent call auditing
• Evaluate inbound and outbound voice interactions against a defined quality scorecard
• Check greeting etiquette, hold procedure compliance, call-closing quality, and script adherence
• Assess tone, empathy, active listening, and resolution effectiveness
• Identify dead air, talk-over incidents, and communication gaps
• Flag protocol deviations such as unauthorised promises, incorrect information shared, or missed escalations
• Measure first-call resolution (FCR) and average handling quality per agent
• Score interactions on parameters: greeting, hold usage, issue resolution, professionalism, and sign-off
• Compile agent-level feedback reports and share with team leads on a weekly/monthly basis

AI bot interaction auditing

• Review AI chatbot and voicebot transcripts for intent recognition accuracy and response relevance
• Identify bot fallback triggers, misclassified intents, and unhandled user queries
• Evaluate bot tone consistency, response latency (where applicable), and conversation flow logic
• Assess seamless handoff quality — when and how the bot escalates to a live agent
• Track containment rate, drop-off points, and resolution success of automated interactions
• Cross-check bot responses against client-approved FAQs, scripts, and guidelines
• Document recurring bot errors and unusual conversation patterns for the training and tech team
• Recommend bot improvement areas based on transcript analysis and interaction trends

Key responsibilities

• Conduct daily/weekly audits of voice calls and AI-driven chat or voice bot interactions
• Maintain quality scorecards and share structured performance reports with management
• Ensure agent and bot compliance with client-specific guidelines and quality frameworks
• Provide constructive, actionable, and timely feedback to agents and team leaders
• Collaborate with training teams to recommend upskilling initiatives based on audit findings
• Participate in calibration sessions with internal stakeholders and client teams
• Maintain detailed audit logs and documentation as per process requirements
• Track quality trends over time and flag systemic issues proactively

Requirements

• Minimum 1 year of experience in quality monitoring — preferably in a BPO, call centre, or AI-driven interaction environment
• Strong attention to detail with the ability to identify subtle communication nuances
• Hands-on understanding of call auditing tools, AI interaction monitoring, and QA frameworks
• Proficiency in creating quality scorecards, audit logs, and performance reports
• Ability to deliver clear, constructive feedback that leads to measurable improvement
• Good command of written and spoken English
• Basic proficiency in computer applications (MS Office, Google Sheets, email)
• Strong organisational skills with the ability to manage audit volumes independently

Job details at a glance

Job type: Full-time, permanent | Work mode: On-site only | Shift timings: 5:30 AM – 2:30 PM IST. | Experience required: Minimum 1 year | Location: Park Circus, Kolkata – 700017| Industry: BPO / IT / Digital Operations | Salary : ₹20,000 – ₹22,000 / month

How to apply

Send your updated resume to hr@teletrixinfotech.com with the subject line: "_Quality Analyst_"

Please include the following in your application:

• Updated resume highlighting relevant QA or monitoring experience
• A brief summary (3–5 lines) of your prior quality auditing responsibilities
• Any QA certifications or relevant training (if applicable)
• Job Types: Full-time, Permanent