Senior Quality Analyst @ Indium Software

Job Description

Job Title: Senior Quality Analyst Email & Voice Support

Location: Onsite : Hyderabad
Job Type: Full-Time
Experience Required: 3+years in Quality Assurance for Voice/Email support processes
Shift: Rotational (Day/Night/Weekend)

Notice period: Immediate, 0-15days

Job Summary:

We are looking for a detail-oriented and analytical Quality Analyst (QA) to monitor, evaluate, and enhance the performance of our customer support associates across Email and Voice channels. The QA will ensure high standards of service delivery, compliance, and customer satisfaction by conducting audits, providing feedback, and supporting continuous improvement initiatives in our Global Capability Center and AI Solutions support functions.Required Skills & Qualifications:

• 3+years of experience as a QA in a BPO, GCC, or shared service setup (Voice/Email).
• Excellent written and verbal communication skills in English.
• Proficiency in QA tools, CRM systems (Zendesk, Salesforce, Freshdesk), and audit platforms.
• Strong analytical and observation skills with attention to detail.
• Ability to handle high-volume audits and tight SLAs.
• Intermediate to advanced skills in MS Excel/Google Sheets for reporting.

Preferred Qualifications :

• Experience working with international clients.
• Certification in Quality (e.g., Six Sigma Yellow/Green Belt, COPC certification).
• Immediate Joiners are preferred

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Keyskills:   Six Sigma Certified Quality Analysis Quality Audit Call Monitoring Call Quality Quality Monitoring Green Belt Yellow Belt QA Tools International Process Quality Assurance