Quality Analyst - International Process (BPO)

Role Overview

IntouchCX is hiring a Quality Analyst for its international BPO process in Hyderabad. This role is suited for professionals who are focused on customer experience, service quality, and operational excellence within an international support environment.

Job Details

Company: IntouchCX

Location: B16 Mindspace, Hyderabad

Employment Type: Full-time

What You Will Do

• Track and assess customer conversations to confirm they meet the company’s quality benchmarks and client expectations.
• Review calls and share actionable feedback to help agents improve performance.
• Spot recurring patterns, process breakdowns, and improvement opportunities through quality checks.
• Update quality scorecards and prepare reports whenever needed.
• Work closely with operations and training teams to support ongoing process improvements.
• Make sure internal policies, workflows, and customer service standards are consistently followed.

Who Can Apply

• Candidates with at least 1 year of experience in International Voice Support or an International Voice Process.
• Previous Quality Analyst experience is not required, though it will be an added advantage.
• Applicants must be immediate joiners.
• Only graduates from any stream are eligible.
• Strong spoken communication, analytical ability, and feedback-sharing skills are important.
• Applicants should be comfortable working in a fast-moving customer service setup.

Work Schedule

• 24/7 rotational shift structure.
• Weekly offs will rotate.
• Work pattern is 5 days on and 2 days off.

Compensation & Benefits

• CTC can go up to 4.5 LPA.
• Two-way cab support is available for employees living within 25 km of the office.
• Those who choose self-commute will receive an extra travel allowance of INR 5,000 per month, on top of the offered CTC.
• Opportunity to grow with a global customer experience company.

Application Information

Interested candidates are expected to share an updated CV by email with the subject line: Application for QA -BPO role.

Work location: IntouchCX, B16 Mindspace, Hyderabad.