We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer service interactions in a BPO setting. The QA will ensure agents deliver consistent, high-quality service aligned with business standards and customer expectations. The ideal candidate should be passionate about quality, process improvement, and customer experience.

Key Responsibilities

- Monitor and evaluate inbound customer interactions (calls, chats, emails) to assess agent performance.
- Ensure adherence to company policies, quality standards, and compliance guidelines.
- Identify gaps in communication, process adherence, product knowledge, and customer handling.
- Provide actionable feedback to team leaders and agents to improve performance.
- Work closely with the Training and Operations teams to address recurring issues and develop improvement plans.
- Participate in calibration sessions to align QA standards across the floor.
- Analyze QA data and prepare daily/weekly/monthly quality reports.
- Assist in developing quality monitoring formats and scorecards.
- Track and report CSAT-related quality issues and trends.




- Identify and suggest process improvement opportunities to enhance the customer experience.
- Ensure continuous improvement by conducting root cause analysis (RCA) for low quality scores.

Key Performance Indicators (KPIs)

- Quality Score (%)
- Number of Evaluations Completed
- Accuracy of Evaluations
- Agent Improvement Post-Feedback
- CSAT and NPS (Net Promoter Score) Trend Analysis
- Calibration Scores
- Error Rate/Defect Rate

Requirements

- Proven experience as a Quality Analyst in a BPO or call center setting.
- Excellent listening, analytical, and communication skills.
- Strong understanding of customer service KPIs (CSAT, AHT, FCR).
- Knowledge of QA tools and CRM systems.
- Ability to give constructive feedback and drive performance improvement.
- Proficient in MS Office (Excel, PowerPoint, Word).
- Flexible to work in shifts and meet tight deadlines.

Preferred Qualifications

- Bachelor's degree or equivalent.
- Exposure to international voice processes.
- Experience with quality frameworks (e.g., COPC, Six Sigma) is a plus.

📌 Quality Analyst (Thane)
🏢 Sterling Customer Experience
📍 Thane