Position Quality Analyst

Job Description:

We are looking for an experienced Quality Analyst with robust analytical and coaching skills to ensure high-quality customer interactions and continuous process improvement.

‍Key Responsibilities:

- Conduct call audits and ensure quality standards are met.
- Identify coaching/training needs and share insights with the Manager.
- Drive effective feedback and coaching sessions with team members.
- Organize and participate in calibration sessions with partner sites.
- Identify improvement opportunities and recommend actionable solutions.
- Prepare reports using Excel (charts, graphs, pivot tables, VLOOKUP, etc.).
- Work comfortably in rotational shifts.

Eligibility Criteria:

- Minimum Qualification: Graduate in any stream.
- Minimum 6 months of experience as a Quality Analyst in an Inbound BPO.
- Strong knowledge of feedback mechanisms and coaching methods.
- Good understanding of quality parameters and evaluation processes.
- Proficiency in Microsoft Excel (reports, pivots, graphs, VLOOKUP).

‍Work Details

- Shift: Rotational shift

Week Off: Sunday fixed off / rotational (depending on process)

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Indore

📌 Position Quality Analyst (Indore)
🏢 One Point one solutions
📍 Indore