Quality Analyst – Customer Support (Voice / Chat)

Quality Analyst – Customer Support (Voice / Chat)
Location: Bangalore
Shift: Rotational

About the Role

We are looking for a Quality Analyst to evaluate and improve performance across customer interactions. The role focuses on monitoring voice and chat communications, identifying gaps, and ensuring adherence to quality and compliance standards.

Key Responsibilities

• Audit calls, chats, and tickets to assess process adherence and communication quality.
• Share detailed, actionable feedback with agents and team leaders.
• Conduct calibration sessions and maintain QA reports.
• Identify training and performance improvement needs.
• Support continuous process improvement through trend analysis and root cause identification.
• Collaborate with training and operations teams to enhance service delivery.

Candidate Requirements

• 2–5 years of experience as a Quality Analyst in a BPO or Customer Support setup.
• Excellent communication and listening skills.
• Proficient in using QA tools, scorecards, and MS Excel.
• Strong attention to detail and process orientation.
• Ability to provide constructive feedback and ensure implementation.

Why Join Us

• Opportunity to shape and enhance quality standards.
• Work in a collaborative environment focused on continuous improvement.
• Career progression into senior QA or training roles.

Job Type: Full-time

Work Location: In person