Key Responsibilities

- Evaluate customer interaction calls to ensure quality, compliance, and process adherence.
- Identify performance gaps and provide actionable feedback and coaching to improve communication and customer handling.
- Monitor quality metrics, analyze trends, and recommend process improvements.
- Prepare quality reports and dashboards using Microsoft Excel and Power BI.
- Collaborate with Team Leaders and Operations to enhance team performance and customer satisfaction.
- Ensure consistent adherence to quality standards, policies, and compliance guidelines.

Requirements

- 1–2 years of experience as a Quality Analyst in a BPO/Customer Support environment.
- Solid listening, analytical, and problem-solving skills.
- Hands-on experience with Microsoft Excel and Power BI.
- Excellent communication and coaching skills.
- Ability to work in a fast-paced, performance-driven environment.
- Immediate joiners preferred.

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

Benefits:

- Food provided

Experience:

- Calling auditing: 1 year (Required)

Language:

- English (Required)

Shift availability:

- Night Shift (Required)

Work Location: In person

📌 Quality Analyst (Noida)
🏢 First Connect Worldwide
📍 Noida