Quality Analyst

Job Title : Quality Analyst

Job Summary:

The Quality Analyst (QA) is responsible for monitoring and assessing the quality of interactions between customer service representatives and clients to ensure adherence to company standards, procedures, and client expectations. The QA will identify areas for improvement, provide feedback, and support the training and development of the operations team.

Key Responsibilities:

• Monitor and evaluate voice, email, and chat interactions for quality, compliance, and performance standards.
• Identify process gaps and training needs based on audit findings.
• Provide actionable feedback and coaching to agents based on performance.
• Conduct calibration sessions with internal and client QA teams to ensure scoring consistency.
• Maintain accurate QA reports, scorecards, and dashboards.
• Collaborate with operations and training teams to improve service delivery.
• Ensure compliance with company policies, client requirements, and regulatory guidelines.
• Participate in root cause analysis and suggest corrective and preventive measures.
• Track and report quality metrics and trends to management.
• Assist in developing quality standards, checklists, and evaluation forms.

Required Skills and Qualifications:

• Bachelor’s degree or equivalent work experience.
• 1–3 years of experience in a Quality Analyst role within a BPO or contact center environment.
• Strong knowledge of quality monitoring practices and tools.
• Excellent verbal and written communication skills.
• Good analytical and problem-solving abilities.
• Attention to detail and accuracy.
• Proficient in Microsoft Office tools (Excel, Word, PowerPoint).
• Ability to handle multiple tasks and work under pressure.

Job Types: Full-time, Permanent

Pay: From ₹20,000.00 per month

Benefits:

• Paid sick time
• Provident Fund

Language:

• Hindi (Required)
• English (Required)

Work Location: In person