Job Profile: Quality Analyst (US Sales)

Location: Sanpada

Shift: Night Shift

Job brief:

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of Sales or

customer service provided by agents in a BPO environment. This role involves assessing interactions,

ensuring compliance with company standards, identifying training needs, and working with stakeholders

to enhance overall service delivery.

Roles and responsibilities:

• Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence

to technical and service quality standards.

• Identify areas of improvement in troubleshooting processes, product knowledge, and

communication skills.

• Provide detailed feedback to agents and team leads on technical performance and quality

assurance findings.

• Generate reports on quality trends, agent performance, and process gaps.

• Present data-driven insights to management to enhance overall service quality.





• Assist in root cause analysis for recurring technical issues and customer dissatisfaction.

• Develop and maintain quality scorecards and reports.

• Work closely with trainers and team leaders to design training programs based on quality audits.

• Conduct quality calibration sessions to ensure uniform evaluation across teams

Required Skills:

• Candidates must be comfortable working in the night shift and working from office.

• Excellent written and verbal communication.

• Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.

• Strong knowledge of IT troubleshooting, technical support processes, and service management

frameworks

• Candidates from international BPO backgrounds are preferred.

Perks & Benefits:

• Incentives

• Insurance Perks

• 5 Working Days

• US Shift Opportunity

•
Attendance Bonus

📌 Quality Auditor (Navi Mumbai)
🏢 Brocus IT Solutions
📍 Navi Mumbai