Quality Analyst (BPO)

Job description for Quality Analyst

The Quality Analyst (QA) is responsible for monitoring and evaluating inbound and outbound calls to ensure performance standards, customer experience, and compliance guidelines are met. The QA will provide actionable insights, feedback, and recommendations to agents and team leaders, aiming to improve service quality, agent performance, and customer satisfaction.

**Key Responsibilities:**

* Monitor live and recorded calls to assess agent performance against defined quality parameters.

* Evaluate calls based on accuracy, product knowledge, communication skills, adherence to process, and customer handling.

* Provide clear and constructive feedback to agents and team leads.

* Participate in call calibration sessions with operations and training teams to ensure scoring consistency.

* Maintain documentation of quality audits and share regular performance reports with stakeholders.

* Collaborate with cross-functional teams to drive continuous improvement in customer service.

**Key Skills & Competencies:**

* Excellent listening and analytical skills.

* Strong verbal and written communication skills.

* Good understanding of call center metrics and KPIs.

* Ability to provide constructive and objective feedback.

* Proficiency in using QA tools, call recording systems, and reporting software (e.g., NICE, Avaya, Five9, etc.).

* Ability to manage time effectively and handle multiple audits within deadlines.

**Qualifications:**

* Bachelor’s degree in any discipline (preferred).

* 1–3 years of experience as a Quality Analyst in a BPO.

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹24,000.00 per month

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Education:

• Bachelor's (Preferred)

Experience:

• total work: 1 year (Preferred)

Work Location: In person