– Quality Analyst (BPO)

Position: Quality Analyst – BPO

Department: Operations / Quality

Location: Baner, Pune

Employment Type: Full-Time

Experience: 1–3 Years in BPO Quality / Customer Service

Salary: As per industry standards

Job Summary

We are looking for a detail-oriented Quality Analyst to monitor and evaluate customer interactions, ensure process compliance, identify performance gaps, and support continuous improvement in the BPO process.

Key Responsibilities

- Monitor and evaluate calls, chats, emails, and other customer interactions.
- Conduct regular quality audits as per defined quality parameters.
- Prepare and maintain daily, weekly, and monthly quality reports.
- Identify errors, process gaps, and areas for improvement.
- Provide constructive feedback to agents and operations teams.
- Conduct calibration sessions with Operations and Training teams.
- Ensure adherence to process guidelines, SOPs, and company policies.
- Track quality scores and individual agent performance.
- Conduct Root Cause Analysis (RCA) for recurring errors.
- Maintain quality MIS and documentation.
- Support training initiatives based on identified quality gaps.
- Escalate critical quality issues to the concerned Team Leader/Manager.
- Ensure compliance with client requirements and process standards.





Required Skills
- Good communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Positive knowledge of MS Excel and reporting.
- Strong attention to detail.
- Ability to identify errors and process deviations.
- Good understanding of BPO processes and quality parameters.
- Ability to provide effective feedback and coaching.
- Good time management and multitasking skills.

Qualifications
- Graduate in any discipline.
- Prior experience in BPO Quality/QA preferred.
- Candidates with relevant experience in customer service and quality monitoring may also be considered.

Key Performance Indicators (KPIs)
- Quality Audit Accuracy
- Quality Score / Audit Score

- Audit Completion
- Error Identification & Reporting

- Process Compliance
- RCA & Corrective Action

- Feedback Timeliness

- Customer Experience / CSAT

Address- DBS Mintek Pvt Ltd, 6th floor, Tower-B, Arihant Aura, Opps. Turbhe railway station, thane-belapur road, Turbhe, Navi Mumbai. Regards,

Sr. HR Executive

(phone hidden)

[email protected] / [email protected]

DBS Mintek Private Limited

Pay: ₹17,000.00 - ₹24,000.00 per month

Benefits

- Paid time off

Work Location: In person

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