Job Summary

We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions, ensure adherence to quality standards, identify process improvement opportunities, and support operational excellence within the BPO setting.

Key Responsibilities
Monitor and evaluate customer interactions (calls, emails, chats, and tickets) based on defined quality parameters.
Conduct regular quality audits and provide constructive feedback to agents and team leaders.
Prepare and maintain quality scorecards, reports, and performance dashboards.
Identify trends, process gaps, and training needs through quality monitoring.
Collaborate with Operations, Training, and Team Leads to improve service quality and customer experience.
Participate in calibration sessions to ensure consistency in quality evaluations.
Track key quality metrics such as CSAT, FCR, AHT, Compliance, and Customer Experience scores.
Ensure adherence to client guidelines, company policies, and compliance requirements.
Assist in developing quality frameworks, SOPs, and best practices.
Support root cause analysis (RCA) and continuous improvement initiatives.

Required Skills
Solid understanding of Quality Assurance processes in a BPO/Customer Support environment.
Experience in call monitoring,



quality audits, and feedback delivery.
Knowledge of customer service KPIs and performance metrics.
Excellent communication, analytical, and reporting skills.
Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
Ability to identify trends and recommend process improvements.
Strong attention to detail and problem-solving abilities.

Preferred Qualifications
Graduate in any discipline.
Experience with CRM platforms such as Salesforce, Zendesk, or Freshdesk.
Experience in Voice, Chat, Email, or Blended support processes.
Knowledge of Six Sigma, COPC, or Quality Frameworks is an advantage.

Key Performance Indicators (KPIs)
Quality Score
Customer Satisfaction (CSAT)
First Call Resolution (FCR)
Compliance Adherence
Audit Accuracy
Process Improvement Initiatives
Agent Coaching Effectiveness

Nice-to-Have
Experience in international processes (US/UK/Australia).
Advanced Excel skills (Pivot Tables, VLOOKUP, Dashboards).
Data analysis and reporting experience.

Pay: ₹30,178.42 - ₹45,259.67 per month

Benefits:
Adaptable schedule
Food provided
Paid sick time
Paid time off
Provident Fund

Work Location: In person

📌 Bpo Quality Analyst Team Lead Panchkula (India)
🏢 programming.com
📍 India