Job Summary:

We are looking for a detail-oriented Quality Analyst to monitor and evaluate calls/interactions on the floor, ensure process adherence, and help agents improve performance through structured feedback and coaching.

Key Responsibilities:

Monitor live and recorded calls/transactions to evaluate agent performance against quality parameters

Conduct audits as per defined quality scorecards and compliance guidelines

Identify recurring errors, process gaps, and training needs

Provide constructive feedback and coaching to agents to improve CSAT/quality scores

Prepare and maintain daily/weekly/monthly quality reports and dashboards

Conduct calibration sessions with TL/Ops/Client to maintain scoring consistency

Flag critical errors, compliance violations, or escalations to the reporting manager

Work closely with Team Leaders and Trainers to drive continuous improvement





Ensure adherence to process SOPs, scripts, and client guidelines

Required Skills & Qualifications:

Graduate (any stream); Undergraduates with relevant experience may also apply

Minimum 1–2 years of experience as a QA in a BPO/voice process (international/domestic, as applicable)

Strong understanding of quality parameters, call audit tools, and scoring methodology

Excellent communication skills (verbal & written)

Positive analytical and reporting skills (MS Excel/Google Sheets)

Ability to give constructive, unbiased feedback

Willingness to work night shifts

Must be able to commute on their own (no cab facility provided)

Pay: Up to ₹70,000.00 per month

Work Location: In person

📌 Quality Analyst - BPO (Panchkula)
🏢 programming.com
📍 Panchkula