We are looking for an experienced Quality Analyst to monitor and improve the quality of customer interactions and ensure adherence to process and company standards.
Key Responsibilities
Monitor and evaluate customer calls based on defined quality parameters.
Conduct regular call audits and maintain quality reports.
Identify performance gaps and provide constructive feedback to agents.
Ensure adherence to process guidelines, scripts, compliance requirements, and call-handling standards.
Conduct calibration sessions with the Operations and Training teams.
Identify recurring errors and recommend corrective actions.
Share quality performance insights with Team Leaders and Operations Managers.
Maintain daily, weekly, and monthly quality reports.
Support the training team by identifying knowledge and performance gaps.
Ensure compliance with client and company quality standards.
Requirements
1–3 years of experience as a Quality Analyst in BPO/Call Centre preferred.
Experience in banking, financial services, collections, or tele-calling will be an advantage.
Excellent communication and interpersonal skills.
Valuable knowledge of MS Excel and basic computer applications.
Robust analytical and observation skills.
Ability to provide effective and constructive feedback.
Good understanding of BPO quality parameters and call monitoring.
Ability to work effectively with Operations and Training teams.
Salary ₹20,000 – ₹30,000 per month, based on experience and skills.