Job Opening: Quality Analyst (International BPO)

Location: Electronic City, Bangalore
Industry: International BPO / Customer Experience
CTC: Up to 5 LPA
Shift: Rotational Shifts
Joining: Immediate Joiners Preferred

Job Summary

We are looking for an experienced and detail-oriented Quality Analyst to monitor and evaluate customer interactions, identify process improvement opportunities, and drive quality excellence within an International BPO environment.

Key Responsibilities

- Monitor and audit customer interactions (calls, chats, and emails) to ensure adherence to quality standards.
- Conduct regular quality evaluations and provide constructive feedback to agents and Team Leaders.
- Identify process gaps and recommend corrective and preventive actions.
- Prepare daily, weekly, and monthly quality reports and scorecards.
- Analyze trends related to customer experience and process compliance.
- Participate in calibration sessions and ensure consistency in quality evaluations.
- Support training teams by identifying knowledge and skill gaps.
- Maintain accuracy, productivity,



and compliance standards across the process.
- Collaborate with Operations and Training teams to improve overall performance.

Eligibility Criteria

- Graduate (Mandatory)
- Experience as a Quality Analyst in an International BPO environment.
- Strong understanding of QA tools, audit frameworks, and customer service metrics.
- Excellent communication, analytical, and reporting skills.
- Proficiency in MS Excel and quality reporting dashboards.
- Ability to work in rotational shifts.

Preferred Skills

- Quality Monitoring & Auditing
- Root Cause Analysis (RCA)
- Coaching & Feedback Delivery
- Process Improvement
- Customer Experience Management
- MS Excel & Reporting
- Stakeholder Management

Why Join Us?

- Competitive compensation up to 5 LPA
- Career growth opportunities
- Agile and collaborative work environment
- Exposure to global customer support processes

Apply Now

Neha
HR Executive | Talent Acquisition
(phone hidden)
[email protected]

📌 Quality Analyst (Bengaluru)
🏢 TP
📍 Bengaluru