Job Title: Quality Analyst (BPO)

Experience: 3+ Years

Location: Mohali (Work from Office)

Job Summary

We are seeking a Quality Analyst to monitor customer interactions, evaluate agent performance, and ensure compliance with quality standards while driving continuous improvement.

Key Responsibilities

- Monitor Chat, and Email interactions.
- Evaluate agent performance using quality scorecards.
- Conduct calibration sessions with Operations and Training teams.
- Deliver timely feedback and coaching to agents.
- Identify performance gaps and recommend improvement plans.
- Prepare quality reports and trend analysis.
- Ensure compliance with client SOPs and quality guidelines.
- Participate in internal and external audits.
- Support process improvement initiatives.

Required Skills

- Experience in quality monitoring within BPO.
- Solid analytical and problem-solving skills.
- Excellent communication skills.
- Knowledge of RCA, CSAT, FCR, AHT, QA metrics.
- Good proficiency in Excel and reporting.

Preferred Qualifications

- Graduate.
- Experience in international customer support processes.

Pay: ₹35,000.00 - ₹50,000.00 per month

Benefits:

- Commuter assistance
- Food provided
- Provident Fund

Work Location: In person

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