– CUSTOMER QUALITY ANALYST

Job Title: Customer Quality Analyst

Location: Bengaluru

Job Type: Full time | Work From Office

Salary: Up to ₹35,000 per month

Experience: Minimum 2 Years

Job Overview

We are looking for an experienced Customer Quality Analyst to join our team. The ideal candidate should have a minimum of 2 years of experience in Quality Analysis within a Customer Service/Customer Support agency or BPO setting.

The candidate will be responsible for monitoring customer interactions, evaluating quality standards, identifying improvement areas, and ensuring that the customer support team delivers an excellent customer experience.

Roles & Responsibilities

- Monitor and evaluate customer interactions, including calls and other customer communications.
- Conduct quality audits as per company guidelines and quality parameters.
- Assess agent performance based on communication, process knowledge, compliance, and customer handling.
- Identify errors, gaps, and areas for improvement.
- Provide constructive feedback and coaching to Customer Support Executives.
- Prepare and maintain quality reports and performance dashboards.
- Track quality scores and ensure adherence to defined quality standards.
- Conduct calibration sessions with internal teams and stakeholders.




- Analyze recurring customer concerns and recommend process improvements.
- Ensure compliance with company policies and customer service guidelines.
- Work closely with Team Leaders and Operations teams to improve overall performance.
- Maintain accurate audit records and quality documentation.

Candidate Requirements
- Minimum 2 years of experience as a Quality Analyst in a Customer Service, Customer Support, BPO, or Customer Agency environment.
- Experience in auditing customer voice processes is preferred.
- Strong understanding of quality parameters and customer service standards.
- Excellent communication and interpersonal skills.
- Robust analytical and observation skills.
- Ability to provide constructive feedback and coaching.
- Valuable knowledge of MS Excel and reporting.
- Ability to identify trends and recommend improvement strategies.
- Strong attention to detail.

Salary & Benefits
- Salary: Up to ₹35,000 per month
- Opportunity to work in a professional and growing environment.
- Career growth opportunities.
- Competitive compensation based on experience and interview performance.

Location

Bengaluru

Interested candidates can share their updated CV for further details.

Pay: ₹12,115.18 - ₹35,000.00 per month

Work Location: In person

📌 Customer Quality Analyst (BPO/ ) (Koramangala)
🏢 Xpressedu
📍 Koramangala