Position: Quality Analyst – Chat Process

Department: Quality / Operations

Industry: BPO / Customer Support

Experience: 3–5 Years

Location: Hyderabad

Employment Type: Full-Time

Job Summary

We are looking for an experienced Quality Analyst – Chat Process with 3–5 years of BPO quality experience to monitor and improve the quality of customer interactions. The candidate will be responsible for conducting quality audits, identifying process gaps, providing effective feedback, maintaining quality standards, and working closely with Operations and Training teams to improve overall customer experience and process performance.

Key Responsibilities

Conduct regular quality audits of customer chat interactions based on defined quality parameters, SOPs, and client requirements.

Evaluate chats for accuracy, communication, grammar, tone, professionalism, resolution, and process adherence.

Ensure consistent and accurate application of the quality scoring methodology.

Identify critical errors, compliance issues, process deviations, and recurring quality gaps.

Provide detailed and constructive feedback to agents and conduct quality feedback/coaching sessions.

Work closely with Team Leaders and Operations to address individual and process-level quality concerns.

Conduct Root Cause Analysis (RCA) for recurring errors and recommend corrective actions.

Identify training and knowledge gaps and coordinate with the Training team for improvement initiatives.

Participate in and lead quality calibration sessions with QA, Operations, Training, and Client teams wherever required.

Handle quality disputes/rebuttals and ensure decisions are based on defined guidelines and process requirements.

Prepare and maintain daily, weekly, and monthly quality reports, dashboards, and audit trackers.





Monitor quality trends and provide actionable insights to management.

Support process improvement initiatives based on audit findings and customer interaction trends.

Ensure adherence to data privacy, security, compliance, and client-specific requirements.

Support internal and client audits and provide required quality-related reports and documentation.

Escalate serious quality, compliance, security, or customer-impacting issues to the appropriate management.

Maintain confidentiality of customer, client, and company information.

Ensure all assigned audits, reports, and feedback are completed within the defined TAT and productivity requirements.

Key Quality Parameters

Chat handling and customer experience

Communication and language quality

Grammar and spelling

Accuracy of information

SOP and process adherence

Resolution quality

First Contact Resolution

Probing and understanding customer requirements

Empathy and professional tone

Chat flow and response management

Compliance and data security

Critical error adherence

Proper documentation and system usage

Required Skills

3–5 years of experience in BPO Quality/Quality Analyst roles.

Strong experience in chat-based customer support processes.

Excellent written and verbal communication skills.

Strong knowledge of quality auditing, calibration, RCA, and feedback processes.

Robust analytical and problem-solving skills.

Excellent attention to detail.

Ability to identify trends and convert audit findings into actionable improvements.

Good knowledge of MS Excel/Google Sheets and reporting tools.

Ability to handle quality disputes and difficult feedback conversations professionally.

Strong coordination skills with Operations, Training, and Management.

Ability to work independently and manage multiple quality requirements.

Pay: ₹30,000.00 - ₹40,000.00 per month

Work Location: In person

📌 Quality Analyst (Gachibowli)
🏢 KPR IT Solutions
📍 Gachibowli