1. JOB PURPOSE To monitor and evaluate customer interactions handled by voice agents, ensure adherence to process, compliance and communication standards, and drive continuous quality improvement through structured audits, feedback, coaching and reporting.

2. KEY RESPONSIBILITIES

- Audit live and recorded calls in Odia, Hindi and English against the approved QA scorecard, completing the daily and weekly audit quota for every agent.
- Evaluate accuracy of information shared, call opening and closing, soft skills, hold and dead-air handling, and adherence to script and regulatory guidelines.
- Identify fatal and non-fatal errors, record them in the QA tracker, and escalate compliance breaches to the Operations Manager immediately.
- Deliver one-to-one feedback and coaching sessions to agents and maintain signed feedback records.
- Prepare daily, weekly and monthly quality dashboards covering scores by agent, team and error category, and circulate them to Operations and the client.
- Conduct root-cause analysis on repeat errors, recommend corrective and preventive actions, and track them to closure.
- Run calibration sessions with Team Leaders, Operations and the client to maintain consistency in scoring.
- Support new-hire certification, on-the-job evaluation and refresher training jointly with the Training and Operations teams.
- Review and update QA parameters,



scorecards and checklists whenever process or client guidelines change.
- Maintain complete audit documentation for internal review and client audits.

3. MANDATORY REQUIREMENTS

- Fluency in Odia — speaking, reading and comprehension — is mandatory. The role involves auditing Odia-language customer calls and delivering agent feedback in Odia.
- Working proficiency in Hindi and English, both spoken and written.
- Graduate in any discipline from a recognised university.
- Robust listening skills with the ability to assess tone, intent and customer sentiment.
- Proficiency in MS Excel (filters, pivot tables, basic formulas) and PowerPoint for quality reporting.
- Working knowledge of QA scorecards and call-centre metrics such as CSAT, FCR, AHT and quality score.
- Objectivity, attention to detail and the ability to give constructive feedback without conflict.

4. PREFERRED SKILLS

- Prior quality experience in BFSI, telecom or customer-support processes.
- Knowledge of Six Sigma or Lean fundamentals, or an equivalent quality certification.
- Hands-on exposure to call-recording platforms, dialers and CRM applications.
- Experience in preparing and presenting quality decks to clients.

Job Information

Posted On 17/09/2026

Experience

1-2 Years

Contract Type

Full Time

Branch

Bhubaneswar, Odisha

Position

BPO Quality Analyst

📌 BPO Quality Analyst (Bhubaneswar)
🏢 Venturesathi Global
📍 Bhubaneswar