Designation :- Sr. Quality Analyst ( Cum Trainer )

Role Purpose
The Quality Analyst will be responsible for monitoring, evaluating, and improving customer interactions across retail contact center operations. This role ensures adherence to compliance, service excellence, and operational standards, driving continuous improvement in customer satisfaction and operational efficiency.

Key Responsibilities
Monitoring & Evaluation
Conduct regular audits of inbound and outbound customer interactions (calls, chats, emails).
Assess agent performance against defined KPIs (accuracy, empathy, compliance, resolution).
Identify gaps in process adherence and recommend corrective actions.
Reporting & Insights
Prepare weekly/monthly quality scorecards and dashboards for leadership.
Highlight trends, recurring issues, and root causes impacting customer experience.
Provide actionable insights to improve first contact resolution and reduce escalations.
Training & Coaching Support
Partner with Training and Operations teams to design targeted coaching interventions.




Share best practices and feedback loops to enhance agent performance.
Support calibration sessions to align quality standards across teams.

Compliance & Governance
Ensure adherence to retail industry regulations, data privacy, and company policies.
Maintain audit-ready documentation for internal and external reviews.
Continuous Improvement
Recommend process enhancements to improve efficiency and customer satisfaction.
Benchmark against industry standards and retail contact center best practices.

Required Qualifications
Atleast ( 6 - 10 )yrs of experience in quality monitoring within Energy , Telecom Billing and Utilities domain experience would be valuable .
Experience from the BPO Industry with high-volume customer interactions with a Back Office and Voice would be valuable .
Robust knowledge of contact center KPIs, customer service metrics, and compliance standards.
Proficiency in quality monitoring tools and CRM platforms wpuld

📌 Sr Quality Analyst Cum Trainer Bengaluru
🏢 Konecta
📍 Bengaluru