Quality Analyst BPO

A BPO Quality Analyst monitors, evaluates, and improves the performance of customer service agents or teams. Their goal is to ensure compliance with client standards, internal processes, and industry regulations.

• Listen to recorded or live calls (voice) or review chats/emails (non-voice) for quality assurance.
• Evaluate agent performance based on predefined quality metrics.
• Provide constructive feedback to agents.
• Collaborate with team leaders to coach underperforming agents.
• Maintain QA reports, dashboards, and trackers.
• Analyze trends to identify performance gaps and training needs.
• Strong analytical and observational skills.
• Excellent communication and feedback delivery.
• Proficiency in QA tools (e.g., NICE, Verint, QM tools).
• Knowledge of call center metrics (CSAT, FCR, AHT, etc.).
• Detail-oriented and process-driven mindset.
• Ability to handle large volumes of data/reviews.

Job Type: Full-time

Pay: ₹15,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance

Work Location: In person