We are looking for an experienced Quality Analyst with solid analytical and coaching skills to ensure high-quality customer interactions and continuous process improvement.
Key Responsibilities:
- Conduct call audits and ensure quality standards are met.
- Identify coaching/training needs and share insights with the Manager.
- Drive effective feedback and coaching sessions with team members.
- Organize and participate in calibration sessions with partner sites.
- Identify improvement opportunities and recommend actionable solutions.
- Prepare reports using Excel (charts, graphs, pivot tables, VLOOKUP, etc.).
- Work comfortably in rotational shifts.
Eligibility Criteria:
- Minimum Qualification: Graduate in any stream.
- Minimum 6 months of experience as a Quality Analyst in an Inbound BPO.
- Strong knowledge of feedback mechanisms and coaching methods.
- Good understanding of quality parameters and evaluation processes.
- Proficiency in Microsoft Excel (reports, pivots, graphs, VLOOKUP).
Work Details
- Shift: Rotational shift
Week Off: Sunday fixed off / rotational (depending on process)
Indore
📌 Position Quality Analyst (Indore)
🏢 One Point one solutions
📍 Indore
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