We are looking for a Quality Analyst to monitor and improve the quality of customer interactions and ensure adherence to process, quality and compliance standards. The candidate will be responsible for evaluating calls/interactions, identifying quality gaps, providing actionable feedback and working with Operations and Training teams to improve overall performance.
Key Responsibilities
- Monitor and evaluate customer interactions, calls, chats and emails as per defined quality parameters.
- Conduct regular quality audits and maintain accurate audit records.
- Ensure adherence to process, SOP, compliance and client requirements.
- Identify quality gaps, process deviations and recurring errors.
- Provide constructive feedback and coaching to agents based on audit findings.
- Conduct calibration sessions with Operations, Training and Quality teams.
- Track and analyse Quality Score, CSAT, FCR, AHT, compliance and other process KPIs.
- Prepare and share daily/weekly/monthly quality reports and MIS.
- Identify recurring issues and perform Root Cause Analysis (RCA).
- Recommend corrective and preventive actions to improve process quality.
- Work closely with Team Leaders, Operations Managers and Trainers for performance improvement.
- Support new process/product launches through quality checks and feedback.
- Ensure timely closure of quality-related escalations and action items.
- Maintain proper documentation of audits, feedback and improvement plans.
Required Skills
- Good verbal and written communication skills.
- Strong analytical and problem-solving ability.
- Good understanding of BPO/contact centre processes and quality parameters.
- Good knowledge of MS Excel, Word and PowerPoint.
- Ability to analyse data and prepare quality reports.
- Strong attention to detail.
- Good interpersonal and stakeholder-management skills.
- Ability to handle feedback and difficult conversations professionally.
- Knowledge of RCA, CAPA and calibration will be an advantage.
Eligibility
- Graduate / HSC depending on process requirement.
- 1–4 years of relevant BPO Quality experience preferred.
- Experience in voice/non-voice processes will be an advantage.
- Candidates with robust customer service/operations experience and relevant quality exposure may also be considered.
Ideal Candidate A detail-oriented professional who can identify quality gaps, analyse the root cause, communicate feedback effectively and work with Operations to drive measurable improvement.
Work Location: In person
📌 Quality Analyst (Indore)
🏢 Credgenics
📍 Indore
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