QA (Quality Analyst) – BPO Job Description (₹30K Salary Range)

Position: Quality Analyst (QA) – BPO

Department: Quality Assurance
Experience: 1–3 Years in BPO/Call Center preferred

Job Responsibilities
Monitor and evaluate customer calls, chats, and emails.
Audit agent interactions based on quality parameters.
Provide feedback and coaching to agents for performance improvement.
Ensure compliance with company policies and client requirements.
Prepare daily, weekly, and monthly QA reports.
Identify process gaps and recommend improvements.
Conduct calibration sessions with Team Leaders and Trainers.
Track quality KPIs such as CSAT, AHT, FCR, and Quality Scores.
Maintain QA scorecards and audit records.

Required Skills
Positive communication skills.
Solid analytical and observation skills.




Knowledge of call center quality processes.
MS Excel and reporting knowledge.
Attention to detail.
Ability to provide constructive feedback.

Qualification
Graduate in any discipline.
1–5 years of BPO experience (QA experience preferred).
Experience in Voice/Non-Voice processes is an advantage.

Key Performance Indicators (KPIs)
Quality Score
CSAT (Customer Satisfaction)
Compliance Score
Audit Accuracy
Coaching Effectiveness
Process Adherence

Pay: ₹20,000.00 - ₹30,000.00 per month

Perks:
Paid sick time

Work Location: On the road

📌 Qa Analyst Bpo Karol Bagh
🏢 Atiya Healthcare group
📍 Karol Bagh