Quality Analyst (BPO)

Dear Job Seeker,

We are hiring Quality Analyst (BPO) for a Mira Bhayandar, Thane location.

Position - Quality Analyst (BPO)

Experience - 2 to 4 yrs

Salary - 18k to 25k

Location - Mira Bhayandar, Thane

Job Description:

• Call Monitoring & Evaluation:

Listen to and audit calls daily for accuracy, compliance, and quality of interaction o Evaluate agents’ performance based on communication skills, process adherence, product knowledge, and customer satisfaction o Maintain detailed audit reports and scorecards

• Feedback & Coaching: Share constructive feedback with agents to help them improve performance o Conduct one-on-one feedback sessions with callers regularly o Highlight best practices and identify areas for improvement

• Reporting & Analysis: o Prepare daily, weekly, and monthly quality reports o Identify recurring issues and recommend actionable solutions to enhance call quality o Work closely with TLs and Operations to align on improvement areas.

• Compliance & Process Adherence: o Ensure all agents follow company policies, call scripts, and compliance guidelines o Monitor communication etiquette, accuracy of information shared, and overall call handling

• Team Collaboration: Partner with the training and operations team to implement quality improvement plans o Participate in calibration sessions to maintain consistent evaluation standards

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person