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.
Valuable listening and analytical skills.
Solid 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.
Preferred Experience
Candidates with experience as
Quality Analyst – BPO
Quality Analyst – Call Center
QC Executive
QA Executive
Quality Executive
Call Quality Analyst
Quality Auditor
Customer Service Quality Analyst
Experience: 1–3 years in BPO/Call Center Quality preferred.
Key Performance Indicators (KPIs)
Quality Score
Call Audit Accuracy
Process Adherence
Customer Satisfaction (CSAT)
First Call Resolution (FCR)
Average Handle Time (AHT)
Error/Defect Rate
Audit Completion
Agent Improvement
Work Location Mangalagiri, Andhra Pradesh
Salary: As per experience and interview performance.
Pay: ₹20,000.00 - ₹25,000.00 per month
Work Location: In person
📌 Quality Analyst – Call Center Mangalagiri
🏢 Bavya Health Services
📍 Mangalagiri
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