Quality Analyst

Key Responsibilities

• Monitor and evaluate inbound/outbound calls, chats, and email interactions.
• Assess agent performance using defined call quality parameters and scorecards.
• Provide clear, constructive feedback to agents for performance improvement.
• Identify process gaps and recommend actionable solutions.
• Prepare daily/weekly/monthly quality reports and dashboards.
• Participate in internal and external calibration sessions to maintain scoring consistency.
• Collaborate with trainers and team leaders to improve agent performance and customer satisfaction.
• Document errors and track corrective actions until closure.
• Ensure compliance with process guidelines, client expectations, and SLA requirements.

Required Skills & Qualifications

• Minimum 1–3 years of experience as a Quality Analyst in the BPO industry.
• Strong knowledge of call quality standards, customer service metrics, and KPIs (CSAT, AHT, FCR, etc.).
• Excellent listening and analytical abilities.
• Strong communication and feedback delivery skills.
• Good command of MS Excel, reporting tools, and QA forms.
• Ability to identify trends, root causes, and improvement opportunities.
• High attention to detail and process discipline.

Job Types: Full-time, Permanent

Pay: ₹16,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person