Quality Analyst (QA)

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 strong 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 experience and operational performance.

Requirements
- 1–2 years of relevant experience in a BPO, Call Centre, Customer Service, or Quality Analyst role.
- Previous experience in quality monitoring and customer interaction auditing.
- Good understanding of BPO processes and quality parameters.
- Solid analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Good attention to detail.
- Ability to analyze performance data and identify quality trends.
- Good knowledge of MS Excel and reporting.
- Ability to provide constructive feedback and coaching to team members.
- Ability to work in a fast-paced and performance-driven environment.
- Strong organizational and time-management skills.

Preferred Skills
- Call Quality Monitoring
- Quality Auditing
- BPO Operations
- Customer Service
- Call, Chat & Email Auditing
- Quality Scorecards
- Performance Monitoring
- Coaching & Feedback
- Process Improvement
- MS Excel
- Reporting & Documentation
- Communication Skills
- Analytical Skills

What We Offer
- Competitive salary package
- Career growth opportunities
- Professional and collaborative work environment
- Continuous learning and development opportunities
- Performance-driven work culture

Work Location Kharadi, Pune, Maharashtra

Employment Type

Full-Time

How to Apply

Interested candidates can apply with their updated resume.

Candidates may also share their resume on WhatsApp at 77670 02590.

Pay: ₹25,000.00 - ₹28,000.00 per month

Work Location: In person

📌 Quality Analyst (QA) (Kharadi)
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