We are hiring a Quality Analyst (QA) to join our Customer Service BPO team . The candidate will be responsible for monitoring interactions, evaluating agent performance and providing feedback to improve service quality and customer satisfaction.
Key Responsibilities:
- Conduct regular call monitoring and evaluation to ensure quality standards are met
- Provide feedback and coaching to agents to help improve their performance
- Work closely with Team Leaders and Training teams to maintain consistent service delivery
- Good understanding of call quality parameters and QA processes.
- Ability to identify communication, behavioural and process-related gaps.
- Identify trends, performance gaps and areas of improvement
- Maintain accurate records of evaluations and feedback sessions
Experience :
- Minimum 1 year of experience as a Quality Analyst in a BPO or Customer Service environment
- Qualification: Minimum Graduation.
- Strong understanding of customer service KPIs such as CSAT,
FCR, AHT, and QA scores.
Skills Required:
- Strong analytical and observational skills
- Excellent communication and interpersonal abilities
- Ability to deliver clear, constructive feedback to agents
- Proficiency in Microsoft Excel and commonly used QA tools/systems
For more details, contact us via Call or WhatsApp at (phone hidden).
Job Types: Full time, Permanent
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
- Health insurance
Experience:
- Quality Analysis: 1 year (Required)
- Soft Skills Assessment: 1 year (Required)
- Call Monitoring Call Auditing: 1 year (Required)
- Feedback & Coaching Performance Evaluation : 1 year (Required)
- CRM Software : 1 year (Required)