Key Responsibilities
Monitor inbound/outbound calls, emails, chats, and other customer interactions.
Evaluate agent performance based on quality parameters and process guidelines.
Conduct calibration sessions with Operations and Training teams.
Provide timely and constructive feedback to agents and team leaders.
Identify performance gaps and recommend improvement plans.
Prepare quality reports, scorecards, and trend analysis.
Ensure adherence to client guidelines, compliance standards, and SOPs.
Participate in process improvement initiatives and quality enhancement programs.
Track key quality metrics such as CSAT, FCR, AHT, and compliance scores.
Support internal and external quality audits
1–4 years of experience as a Quality Analyst in a BPO/Call Center.
Robust knowledge of quality tools, auditing techniques, and RCA.
Excellent verbal and written communication skills.
Proficiency in MS Excel, PowerPoint, and reporting.
Solid analytical, coaching, and interpersonal skills.
Ability to work in rotational shifts, if required.

Pay: ₹17,000.00 - ₹20,000.00 per month

Work Location: In person

📌 Quality Analyst Kolkata
🏢 FastInfo Legal Services
📍 Kolkata