Quality Analyst- Bengaluru

Position Title: BPO Quality Analyst (QA)Location: BangaloreDepartment: Business Process Outsourcing (BPO)Reports To: Manager / Team LeaderSummary:The BPO Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions and processes within the BPO environment. The QA plays a key role in ensuring that the team meets the company's quality standards and delivers exceptional customer service. This role involves conducting audits, providing feedback, and collaborating with the Training and Operations teams to drive continuous improvement.Key Responsibilities:Quality Monitoring: Regularly monitor and evaluate customer interactions (calls, emails, chat) to ensure adherence to company policies, procedures, and quality standards.Performance Evaluation: Assess agent performance against established benchmarks, identifying strengths and areas for improvement.Feedback and Coaching: Provide detailed feedback and coaching to agents to help them improve their performance and meet quality standards.Reporting: Generate and analyze quality reports, summarizing findings and making recommendations for improvement.Trend Analysis: Identify trends and patterns in customer interactions and process performance to inform training and operational improvements.Collaboration: Work closely with the Training and Operations teams to address quality issues and implement corrective actions.Process Improvement: Recommend and assist in the implementation of process improvements to enhance service quality and efficiency.Compliance: Ensure all customer interactions comply with regulatory requirements and company policies.Training Support: Assist in developing and delivering training programs based on quality findings and identified training needs.Documentation: Maintain accurate records of quality assessments, feedback sessions, and performance metrics.Qualifications:Education: Bachelor’s degree in Business, Quality Management, or a related field preferred, or equivalent work experience.Experience: Minimum of 3-6 years of experience in a quality assurance role within a BPO or customer service environment.Skills:Excellent verbal and written communication skills.Strong analytical and problem-solving abilities.Proficiency in using quality monitoring tools and software.Ability to handle multiple tasks simultaneously in a fast-paced environment.Good organizational and time management skills.Attention to detail and a commitment to accuracy.

Job Type: Full-time

Pay: ₹9,201.33 - ₹35,000.00 per month

Work Location: In person