? Hiring: Quality Analyst – International BPO? Location: Navi Mumbai

? Position: Quality Analyst

? CTC: ₹5–6 LPA

? Shift: US Shift / Night Shift

? Work Mode: Work from Office

? Working Days: 5 Days a Week

? Cab Facility: Not Available

Job SummaryWe are hiring an experienced Quality Analyst to monitor, evaluate, and improve the quality of Sales/Customer Service interactions in an international BPO workplace.

Roles & Responsibilities

- Monitor and evaluate customer interactions including calls, chats, emails, and tickets.
- Ensure adherence to technical, process, and service quality standards.
- Identify gaps in troubleshooting, product knowledge, communication, and process compliance.
- Provide detailed feedback to agents and Team Leaders.
- Prepare and maintain quality reports, scorecards, and performance dashboards.
- Identify quality trends, process gaps, and recurring customer issues.
- Support Root Cause Analysis (RCA) for recurring technical issues and customer dissatisfaction.




- Collaborate with Trainers and Team Leaders to identify training requirements.
- Conduct quality calibration sessions to ensure consistent evaluation across teams.

Required Skills & Experience
- Experience as a Quality Analyst in an International BPO is preferred.
- Comfortable working in US/Night Shifts and from office.
- Excellent written and verbal communication skills.
- Strong understanding of VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and Quality Methodologies.
- Good knowledge of IT troubleshooting and technical support processes.
- Strong analytical and reporting skills.

Perks & Benefits? Unlimited Incentives – No Capping ?️ Multi-Cuisine Dinner Facility

? Insurance Benefits

? 5 Working Days

? US Shift Opportunity

? Attendance Bonus

? Apply NowContact: Rohit Mishra – HR

? (phone hidden)

? [email protected]

Interested candidates can share their updated CV on the above contact details.

📌 Quality Analyst (International -Sales process) (Navi Mumbai)
🏢 Ecliptic Insight Ventures
📍 Navi Mumbai