– Quality Analyst (Customer Support)

Position: Quality Analyst

Location: Hyderabad

CTC: ₹6.0 LPA – ₹6.5 LPA

Industry: Customer Support / BPO / Contact Center

Shift: Rotational Shifts

Joining: Immediate Joiners Only

Role Overview

We are looking for a detail-oriented Quality Analyst to monitor, evaluate, and improve the quality of customer interactions. The ideal candidate should have experience in quality auditing, performance analysis, and process improvement within a customer support environment.

Key Responsibilities

- Conduct quality audits of customer interactions across voice, chat, and email channels.
- Evaluate agent performance against defined quality parameters and compliance standards.
- Provide constructive feedback and coaching recommendations to improve performance.
- Prepare quality reports, scorecards, and trend analysis.
- Identify recurring customer issues and recommend process improvements.
- Collaborate with Operations, Training, and Team Leaders to drive quality initiatives.
- Ensure adherence to company policies, quality standards, and customer experience guidelines.
- Participate in calibration sessions to maintain scoring accuracy and consistency.





Eligibility Criteria
- Experience as a Quality Analyst in a Customer Support/BPO workplace .
- Strong understanding of quality frameworks, KPIs, and customer service metrics.
- Excellent analytical, communication, and feedback-sharing skills.
- Proficiency in MS Excel and reporting tools.
- Ability to work in rotational shifts.
- Immediate joiners will be highly preferred.

Required Skills
- Quality Auditing
- Call Monitoring & Evaluation
- Root Cause Analysis
- Performance Improvement
- Customer Experience Management
- Reporting & MIS
- Process Improvement
- Stakeholder Management

Benefits
- Competitive salary package of ₹6.0 LPA – ₹6.5 LPA
- Career growth opportunities
- Dynamic work environment
- Learning and development programs

Preferred Candidate Profile: Candidates currently working as Quality Analysts in the Customer Support/BPO industry with relevant experience and available for immediate joining. for more information reach out to HR - Neha

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