Quality Analyst-Customer Support Domain

Job Title: Quality Analyst – Voice Process (BPO)

Location: Mangalore

Shifts: Rotational Shift including night shifts

Employment Type: Full-Time

Job Summary:

We are seeking a detail-oriented and analytical Quality Analyst to join our BPO team, focusing

on voice process operations. The ideal candidate will be responsible for monitoring,

evaluating, and improving the quality of calls handled by our agents to ensure customer

satisfaction, adherence to process standards, and compliance with company policies.

Key Responsibilities:

• Monitor and evaluate inbound and outbound voice calls to assess agent performance

against quality standards.

• Provide constructive feedback and coaching to agents to improve call quality and

customer interactions.

• Analyze quality trends and identify process gaps or training needs.
• Maintain and update call quality scorecards and audit reports.
• Collaborate with the training team to design refresher sessions or process improvements.
• Ensure compliance with internal quality standards and external regulations (as

applicable).

• Participate in calibration sessions with clients and internal stakeholders to align quality

expectations.

• Support the implementation of quality improvement initiatives.

Skills Needed:

• Proven experience (2+ years) as a Quality Analyst in a voice-based BPO environment.
• Excellent communication and listening skills.
• Strong knowledge of call centre metrics and KPIs.
• Familiarity with QA tools and call monitoring software.
• Ability to provide constructive feedback in a professional and impactful manner.
• Analytical mindset with attention to detail.
• Ability to work in a fast-paced, high-volume environment.
• Proficiency in MS Excel and reporting.
• Experience in international voice process
• Experience with CRM and ticketing systems.

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Job Type: Full-time

Pay: ₹300,000.00 - ₹600,000.00 per year

Education:

• Bachelor's (Preferred)

Experience:

• Quality Analyst-Customer support: 2 years (Required)

Work Location: In person