BPO Quality Analyst

We are looking for an experienced and detail-oriented BPO Quality Analyst to monitor call quality, conduct call audits, identify process gaps, and perform Root Cause Analysis (RCA) to improve overall team performance and customer experience.

Key Responsibilities

- Conduct regular call audits to evaluate agents against defined quality parameters and compliance guidelines.

- Perform detailed RCA (Root Cause Analysis) for quality issues, process deviations, customer complaints, and performance gaps.

- Identify recurring errors and provide actionable recommendations for improvement.

- Prepare and maintain quality reports, RCA reports, audit trackers, and performance dashboards.

- Analyze call recordings and identify gaps in communication, process adherence, customer handling, and compliance.

- Share quality feedback with agents and coordinate with Team Leaders for corrective actions.

- Conduct calibration sessions and quality feedback sessions whenever required.

- Track action plans and monitor improvements after feedback/coaching.

- Prepare daily, weekly, and monthly quality reports for management.

- Create and present PowerPoint (PPT) presentations for quality reviews, RCA findings, and performance updates.

- Coordinate with Operations, Training,



and Team Leaders to improve overall process quality.

- Ensure adherence to company policies, process guidelines, and compliance requirements.

Required Skills & Qualifications:

- Experience as a BPO Quality Analyst / Quality Executive / Call Auditor preferred.

- Strong knowledge of Call Auditing and RCA.

- Advanced MS Excel knowledge is mandatory, including Pivot Tables, VLOOKUP/XLOOKUP, IF formulas, COUNTIF/SUMIF, data analysis, dashboards, and reporting.

- Good knowledge of MS PowerPoint (PPT) for creating professional presentations and management reports.

- Solid analytical and problem-solving skills.

- Excellent communication and documentation skills.

- Ability to identify trends, patterns, and recurring quality issues.

- Good understanding of BPO processes, call handling, quality parameters, and compliance.

- Ability to work with large volumes of data and meet reporting deadlines.

Preferred

- Experience in Collections / Recovery / Banking / Financial Services BPO will be an added advantage.

- Candidates with experience in handling RCA, quality audits, agent feedback, and performance improvement will be preferred.

Pay: ₹18,000.00 - ₹24,000.00 per month

Work Location: In person

📌 Quality Analyst (Kolkata)
🏢 AMS Comtel
📍 Kolkata