A BPO Call Quality Analyst (QA) is responsible for monitoring customer calls and ensuring agents follow company standards, processes, and quality guidelines.
Key Responsibilities
- Monitor and evaluate agent calls based on quality parameters.
- Conduct regular call audits and prepare quality scores.
- Check agent performance on:
- Communication skills
- Product/process knowledge
- Call handling
- Customer handling
- Compliance & process adherence
- Call etiquette
- Accuracy of information
- Identify errors, gaps, and areas for improvement.
- Provide feedback and coaching to agents.
- Conduct calibration sessions with QA, Team Leaders, and Operations teams.
- Prepare daily/weekly/monthly quality reports.
- Track recurring errors and identify root causes.
- Work with Team Leaders to improve low-performing agents.
- Ensure adherence to scripts, SOPs, and company policies.
- Escalate critical quality/compliance issues to management.
- Maintain proper documentation of audit findings and feedback.
- Support training teams by identifying common knowledge and skill gaps.
- Good communication skills
- Strong listening and analytical skills
- BPO process knowledge
- Good knowledge of MS Excel
- Ability to identify errors and provide constructive feedback
- Attention to detail
- Positive reporting and documentation skills
- Experience with call monitoring/quality tools is an advantage.