Quality Analyst (QA)-BPO-WALK IN

Key Responsibilities

• Monitor and evaluate customer interactions (calls, chats, and emails) for quality, accuracy, and adherence to process guidelines.
• Provide timely, clear, and actionable feedback to agents to support performance improvement.
• Identify trends and recurring issues through analysis of quality reports and evaluations.
• Maintain and update quality monitoring forms, scorecards, and calibration documentation.
• Collaborate with team leads, trainers, and operations managers to address quality gaps.
• Conduct regular quality audits to ensure compliance with company standards and client expectations.
• Participate in calibration sessions to ensure consistency across QA evaluators.
• Prepare weekly and monthly quality reports for leadership and clients.
• Support new hire training with quality guidelines, process updates, and best practices.
• Looking for FLUENCY IN TELUGU

Skills & Qualifications

• Experience in BPO quality monitoring or customer service operations preferred.
• Strong understanding of call center performance metrics and quality frameworks.
• Excellent listening, analytical, and communication skills.
• Ability to deliver feedback in a supportive and constructive manner.
• Proficiency with quality monitoring tools, CRM systems, and MS Office (Excel, PowerPoint).
• Strong attention to detail, objectivity, and consistency.
• Contanct: 7200095038-ANITHA-HR

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person