Hi All,

We are currently hiring for the Quality Analyst role and are looking for immediate joiners. ATLs and SMEs are also eligible to apply. Please find the job details below:

Job Description Quality Assurance (QA) Analyst Position Quality Assurance (QA) Analyst

Role SummaryThe Quality Assurance (QA) Analyst is responsible for evaluating the quality of interactions handled by customer service associates with existing and prospective customers. The role involves monitoring inbound and outbound calls, as well as email communications, to assess customer service skills, technical accuracy, adherence to company policies, and overall performance.The QA Analyst will also support the development and implementation of quality assurance processes, conduct audits, analyze performance trends, and recommend improvements to training programs and operational processes to enhance the overall customer experience.

Job Details

- Location: Gurgaon (Work from Office)
- Shift: 5:00 PM 2:00 AM
- Working Days: 5 Days a Week (Rotational Offs)

Compensation & Advantages

- Gross Salary: 30,000 per month
- Approx. Take-home Salary: 25,812 per month

Transportation

- Cab Facility: One-side company transport and one-side self-transport.
- Travel Reimbursement: 3,500 per month for employees who commute entirely on their own.
- Company Transport Eligibility: Available for employees residing within a 25 km radius of the office.

Key Responsibilities

- Monitor and evaluate inbound/outbound calls and email interactions to ensure compliance with quality standards.
- Coordinate with relevant departments to ensure quality objectives and deadlines are achieved.
- Support senior management and operations teams in quality improvement initiatives.




- Develop and maintain standardized quality processes and procedures across the organization.
- Generate, analyze, and report quality metrics and statistical data to support business and incentive programs.
- Conduct random audits of client portfolios and agent performance and share findings with Management Coaches (MCs) and senior leadership.
- Identify policy violations or performance gaps and recommend appropriate coaching, training, or corrective actions.
- Maintain and communicate updates to the Quality Management System (QMS).
- Partner with cross-functional teams to improve operational processes and quality standards.
- Conduct process audits to identify areas of non-conformance and recommend corrective actions.
- Identify training needs related to quality processes and ensure employees are adequately trained and assessed.
- Promote and uphold company values, policies, and quality standards.
- Perform additional responsibilities as assigned by management.

Eligibility Criteria

- Minimum 1.5 years of overall work experience.
- Previous quality-related experience within or outside the organization will be an advantage.

Preferred Skills

- Strong verbal and written communication skills.
- Excellent analytical and problem-solving abilities.
- High attention to detail and accuracy.
- Ability to provide constructive feedback and coaching.
- Good knowledge of quality monitoring techniques and customer service standards.
- Proficiency in Microsoft Excel and reporting tools is an added advantage.
- Ability to work independently and collaboratively in a fast-paced environment.

Interested candidate can share profile on

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📌 Quality Analyst (Haryana)
🏢 Bill Gosling
📍 Haryana