EXPERIENCE: 3–5 Years in Call Center / BPO Quality
QUALIFICATION: Any Graduate
Job Summary
We are looking for an experienced Quality Analyst (QC/QA) to monitor and evaluate customer interactions and ensure that call center agents follow the required quality standards, processes, and communication guidelines.
Key Responsibilities
- Monitor and evaluate inbound/outbound calls handled by call center executives.
- Conduct regular call audits and prepare quality evaluation reports.
- Check calls for communication quality, process adherence, accuracy, and customer handling.
- Identify errors, process gaps, and areas for improvement.
- Provide constructive feedback and coaching to agents.
- Conduct calibration sessions with Team Leaders and Operations teams.
- Track quality scores and individual agent performance.
- Identify recurring issues and share improvement recommendations.
- Maintain daily/weekly/monthly quality reports.
- Handle quality-related escalations and support root-cause analysis.
- Ensure agents follow scripts, SOPs, compliance requirements, and company policies.
- Coordinate with Team Leaders and Operations Managers to improve overall team performance.
Required Skills
- Excellent verbal and written communication skills.
- Good listening and analytical skills.
- Strong attention to detail.
- Knowledge of call quality parameters and KPIs.
- Ability to identify errors and provide effective feedback.
- Positive knowledge of MS Excel.
- Experience with CRM/call-monitoring tools is preferred.
- Ability to work under targets and deadlines.