We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions, ensure process compliance, and improve overall service quality. The ideal candidate should have experience in call auditing, coaching agents, and driving performance improvements in a BPO setting.
Key Responsibilities
Monitor and audit customer calls as per the quality framework.
Evaluate agent performance and provide constructive feedback.
Conduct calibration sessions with Operations and Training teams.
Prepare daily, weekly, and monthly QA reports.
Identify performance trends and recommend process improvements.
Ensure adherence to client guidelines, SOPs, and compliance standards.
Work closely with Team Leaders to improve agent quality scores.
Support new hire audits and OJT quality monitoring.
Maintain quality scorecards and documentation.
Participate in client calibration and quality review meetings.
Required Skills
Excellent communication skills (Verbal & Written).
Strong analytical and problem-solving abilities.
Positive knowledge of QA tools, call monitoring, and audit processes.
Proficiency in MS Excel, Word, and PowerPoint.
Ability to coach and mentor agents.
Robust attention to detail and time management
Minimum 1–3 years of experience as a Quality Analyst in a BPO (Voice Process).
Experience in Domestic Voice Process preferred.
Knowledge of CSAT, AHT, FCR, Compliance, and Quality Metrics is an advantage.
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
Paid sick time
Provident Fund
Work Location: On the road
📌 Quality Analyst Bpo Voice Process Delhi
🏢 Atiya Healthcare group
📍 Delhi
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