Job Title: Quality Analyst (BPO)

Experience: 3+ Years

Location: Mohali (Work from Office)

Job Summary

We are seeking a Quality Analyst to monitor customer interactions, evaluate agent performance, and ensure compliance with quality standards while driving continuous improvement.

Key Responsibilities
Evaluate agent performance using quality scorecards.
Conduct calibration sessions with Operations and Training teams.
Deliver timely feedback and coaching to agents.
Identify performance gaps and recommend improvement plans.
Prepare quality reports and trend analysis.
Ensure compliance with client SOPs and quality guidelines.
Participate in internal and external audits.
Support process improvement initiatives.





Required Skills:
Experience in quality monitoring within BPO.
Solid analytical and problem-solving skills.
Excellent communication skills.
Knowledge of RCA, CSAT, FCR, AHT, QA metrics.
Positive proficiency in Excel and reporting.

Preferred Qualifications
Graduate.
Experience in international customer support processes.

Pay: ₹35,000.00 - ₹50,000.00 per month

Advantages:
Commuter assistance
Food provided
Provident Fund

Work Location: In person

📌 Bpo Quality Auditor Panchkula
🏢 Mobile Programming India
📍 Panchkula