- Job brief:

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of Sales or customer service provided by agents in a BPO environment. This role involves assessing interactions,

ensuring compliance with company standards, identifying training needs, and working with stakeholders to enhance overall service delivery.

Roles and responsibilities

- Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence to technical and service quality standards.
- Identify areas of improvement in troubleshooting processes, product knowledge, and communication skills.
- Provide detailed feedback to agents and team leads on technical performance and quality assurance findings.
- Generate reports on quality trends, agent performance, and process gaps.
- Present data-driven insights to management to enhance overall service quality.
- Assist in root cause analysis for recurring technical issues and customer dissatisfaction.




- Develop and maintain quality scorecards and reports.
- Work closely with trainers and team leaders to design training programs based on quality audits.
- Conduct quality calibration sessions to ensure uniform evaluation across teams

Required Skills

- Candidates must be comfortable working in the night shift and working from office.
- Excellent written and verbal communication.
- Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.
- Robust knowledge of IT troubleshooting, technical support processes, and service management frameworks
- Candidates from international BPO backgrounds are preferred.

Perks & Benefits:
- Incentives (No Capping)
- Multi-Cuisine Food Facility (Dinner)
- Insurance Benefits
- 5 Working Days
- US Shift Opportunity

📌 Quality Evaluator (Navi Mumbai)
🏢 Brocus IT Solutions
📍 Navi Mumbai