Job Overview:
Key Responsibilities:
Ensure compliance with company quality standards and processes.
Provide constructive feedback to agents to improve performance.
Conduct regular quality audits and maintain scorecards.
Identify trends and areas of improvement in customer interactions.
Prepare quality reports and share insights with management.
Collaborate with training teams to improve agent performance.
Handle calibration sessions to maintain consistency in evaluations.

Required Skills & Qualifications:
Minimum 2 years of experience as a Quality Analyst in BPO.
Robust understanding of call quality parameters and KPIs.
Excellent listening, analytical, and communication skills.
Ability to provide explicit and actionable feedback.
Valuable knowledge of MS Excel and reporting tools.
Attention to detail and problem-solving mindset.

Preferred Skills:
Experience in international voice processes.
Knowledge of QA tools and CRM systems.

Pay: ₹30,000.00 - ₹35,000.00 per month

Benefits:
Paid time off

Experience:
Quality Analyst: 2 years (required)
BPO: 2 years (required)

Location:
Zirakpur, Punjab (Zirakpur) (required)

Work Location: In person

📌 Quality Analyst Zirakpur
🏢 Job Quest
📍 Zirakpur