Quality Analyst

Job Description:

We are looking for a detail-oriented and analytical Quality Analyst with experience in collections and process evaluation. The ideal candidate will be responsible for monitoring quality standards, conducting in-depth data analysis, generating reports, and driving continuous process improvement.‍

Key Responsibilities

- Perform quality checks on collection calls and processes to ensure adherence to standards.
- Conduct data analysis to identify trends, gaps, and improvement opportunities.
- Prepare and maintain MIS reports, dashboards, and documentation.
- Share structured feedback through presentations to enhance process performance.
- Ensure process SLAs are consistently met.
- Utilize QA tools (e.g., Pareto analysis, Run charts) for root cause analysis.
- Achieve and maintain Gage R&R; specifications.
- Collaborate with operations to drive quality improvements.
- Identify potential issues early through fact-finding analysis and recommend solutions.




- Manage team MIS to track performance, skills, and productivity.

Eligibility Criteria:

- Minimum Qualification: HSC (12th Pass).
- Experience: 6 months to 1 year as a Quality Analyst in BPO/KPO.
- Minimum 3 months of collections experience required.
- Excellent verbal communication skills
- DRA certification preferred.
- Ability to work in rotational shifts (Sunday fixed off or as per process).
- Robust analytical and problem-solving ability.
- Proficiency in MS Excel and familiarity with QA tools.
- Strong client orientation and dispute-handling skills.
- Fast learner with good understanding of web applications, internet, and search engines.
- Ability to work in a team and communicate goals effectively.

Work Details

- Shift: Day shift
- Week Off: Sunday fixed off / rotational (depending on process)
- Industry: Insurance / Customer Support

Gurgaon

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