Quality Analyst

Job Title:

QA (Quality Analyst) role

Location :
Gurugram

Experience : 2-5 years

About Us

Vertex Group, with its 5 business verticals, Vertex Global Services, ILC Solutions, Vertex Tech, Vertex Next, and Vertex Learning, is contributing towards digital transformation in this modern world with a dedicated team of experts from the industry.

With headquarters in Times Square, New York, USA, we have a global presence and connectivity, with offices in the USA, the UK, the Philippines, the UAE, Nepal, India, and Africa.

Job Summary

We are looking for a meticulous and detail-oriented Quality Analyst to ensure the delivery of high-quality services/products. The QA will monitor processes, identify gaps, and maintain standards to enhance customer satisfaction and operational efficiency.

Key Responsibilities

Monitor and evaluate agent/customer interactions (calls, chats, emails) for adherence to defined quality standards

Identify gaps in processes, documentation, and agent performance and provide actionable feedback

Create and maintain QA scorecards, dashboards, and reports for leadership

Collaborate with Operations, Training, and other cross-functional teams to drive process improvements

Conduct root-cause analysis for recurring issues and recommend solutions to prevent recurrence

Assist in designing training modules and refresher programs based on QA findings

Ensure compliance with client and company-defined SLAs and SOPs

Participate in regular review meetings to discuss quality metrics, trends, and improvement initiatives

Qualifications & Skills

2-4 years of experience in quality assurance, customer service, or process compliance roles
Strong analytical skills with attention to detail

Experience with QA tools, Excel, and reporting dashboards
Excellent written and verbal communication skills
Ability to provide constructive feedback and work collaboratively across teams
Knowledge of customer service operations, processes, and SLAs

Desired Attributes

Proactive, process-driven, and outcome-oriented

Comfortable working in a fast-paced and evolving environment

Strong problem-solving skills and ability to drive continuous improvement

Compensation

Competitive salary, benefits package, and opportunities for professional development.

Why Join Us

Competitive salary and benefits.

Opportunity to work closely with top leadership.

Dynamic and collaborative work environment.

Room for professional growth and development.

Work Hours & Shifts

Total working hours in a day 9, including 1-hour break

6-day workweek

Work from Office (WFO)