Key Responsibilities: -- Monitor, evaluate, and score inbound/ outbound calls as per defined quality parameters. - Provide constructive feedback and coaching to agents to improve performance. - identify gaps in communication, process adherence and customer handling - prepare and maintain quality reports, dashboards and analysis for leadership. - support process improvement initiatives to drive customer satisfaction CSAT, NPS and FCR.Qualification required: -- Graduate in any stream - Minimum 1-3 years of exp as a quality analyst in an international voice process.