Job Description – Quality Analyst

Location : Koramangala, Bangalore
CTC : ₹3,89,000 to ₹4,50,000 per annum

Languages must know: English, Hindi and any of the South Indian Languages

Key Responsibilities:
Complete quality monitoring evaluations and audit assessments as per defined targets.
Deliver feedback to agents with the objective of improving performance.
Drive high service quality standards and act as the Subject Matter Expert (SME) on best practices for quality control across CRE, In-house, and Contact Centre teams.
Possess a deep understanding of ACPT analysis.
Analyze DSAT/CSAT trends and provide recommendations for improvement.
Identify Continual Improvement opportunities and implement Corrective and Preventive Actions (CAPA).
Attend calibration sessions regularly.
Possess basic working knowledge of Excel.

Candidate Requirements:
Bachelor’s degree in any discipline or equivalent qualification.
Minimum 12 months of experience as a Quality Analyst.




Ability to leverage prior experience to identify training needs and improve Customer Service Team performance.
Excellent written and verbal communication skills in English (mandatory).
Fluency in Hindi and two additional regional language mentioned above preferred.
Robust presence of mind and ability to convert audits into actionable insights.
Good interpersonal and constructive feedback skills.
Strong attention to detail with excellent probing and problem-solving skills.
Self-motivated with the ability to multitask effectively.
Proficient in handling customer interactions.
Explicit understanding of customer experience impacting factors in interactions, with the ability to communicate insights effectively.

Pay: ₹350,000.00 - ₹450,000.00 per year

Perks:
Provident Fund

Work Location: In person

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