– 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 workplace.

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 environment.

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

(phone hidden)

[email protected]

📌 Quality Assurance Analyst (Hyderabad)
🏢 TP
📍 Hyderabad