Location: Kharadi, Pune, Maharashtra
Job Type: Full-Time
Experience: 1–2 years of relevant BPO experience
Salary: ₹25,000 – ₹32,000 per month
Salary will be based on experience and interview performance.
Job Summary
We are looking for a proactive, analytical, and performance-driven Quality Analyst (QA) to join our growing BPO team.
The Quality Analyst will be responsible for monitoring and evaluating customer interactions, ensuring adherence to quality standards and client requirements, identifying performance gaps, and providing constructive feedback to improve overall service quality.
The ideal candidate should have robust analytical, communication, and problem-solving skills, along with good knowledge of BPO quality processes and customer interaction monitoring.
Key Responsibilities
- Monitor and evaluate customer interactions to ensure compliance with company quality standards and client requirements.
- Conduct regular audits of calls, chats, and emails based on defined quality parameters.
- Identify quality gaps, process deviations,
and areas for improvement.
- Provide detailed and constructive feedback to agents to improve their performance.
- Conduct coaching and feedback sessions based on quality audit findings.
- Analyze quality trends and recommend process improvement initiatives.
- Prepare and maintain quality reports, scorecards, and performance dashboards.
- Conduct calibration sessions to maintain consistency and accuracy in quality evaluations.
- Collaborate with Operations and Team Leaders to implement quality improvement plans.
- Support training and refresher sessions based on audit findings.
- Maintain accurate audit records and quality-related documentation.
- Ensure adherence to company processes, SOPs, quality standards, and client requirements.
- Identify recurring issues and coordinate with the relevant teams to improve overall process quality.
- Contribute to continuous improvement initiatives to enhance customer e