Job Title: Quality Analyst (Social Media Process)
Location: Electronic City, Bengaluru
Industry: Social Media (Facebook, Instagram, etc.)
Shift: Day Shift (Rotational)
Working Days: 6 Days a Week
Experience: 1+ Years as a Quality Analyst (On Paper)
Qualification: Any Graduate
Salary: ₹5.0 LPA – ₹5.5 LPA
Joining: Immediate Joiners Preferred
Job Summary
We are seeking a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the quality of customer interactions and operational processes within a Social Media support environment. The ideal candidate should have hands-on experience in quality auditing, calibration sessions, root cause analysis, and quality improvement initiatives.
Key Responsibilities
• Conduct quality audits and evaluations as per defined quality standards.
• Perform Root Cause Analysis (RCA) and recommend corrective actions for performance improvement.
• Participate in internal and client calibration sessions to ensure scoring consistency.
• Monitor process adherence, compliance, and quality metrics.
• Prepare quality reports, dashboards,
and performance insights.
• Identify process gaps and work with operations teams to drive continuous improvement.
• Deliver constructive feedback and coaching to agents based on audit findings.
• Track action plans and ensure closure of identified quality issues.
• Support client reviews and quality governance meetings.
Required Skills
• Robust experience in Quality Auditing
• Hands-on experience in Root Cause Analysis (RCA)
• Experience with Calibration Sessions
• Knowledge of QC Tools and Quality Frameworks
• Good analytical and reporting skills
• Proficiency in MS Excel and quality reporting
• Excellent communication and stakeholder management skills
Eligibility Criteria
• Minimum 1+ year of experience as a Quality Analyst (on paper)
• Graduate in any discipline
• Experience in BPO/ITES or Social Media Support process preferred
• Strong attention to detail and problem-solving abilities
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