Responsibilities

Roles and Responsibilities – Quality Analyst

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• Call Evaluation & Quality Monitoring
• Conduct regular monitoring of inbound and outbound calls/events (Phone/webforms) to ensure adherence to quality standards.
• Assess calls/events using quality scorecards and metrics to identify performance gaps.
• Highlight areas of improvement and recognize exemplary agent performance.
• Performance Analysis & Insights
• Evaluate agent defects across all quality parameters and assess month-on-month trends to monitor and drive performance improvement and generate actionable insights.
• Prepare detailed reports and dashboards for management and stakeholders to support comprehensive evaluation of root causes and identified process deviations.
• Provide recommendations to enhance agent performance and operational efficiency.
• Feedback & Coaching Support
• Deliver timely, constructive feedback to agents based on evaluation findings.
• Collaborate with trainers and team leads to address skill gaps and performance issues.




• Support the development of personalized coaching and improvement plans.
• Process Adherence & Compliance
• Ensure agents consistently follow established process guidelines, standard operating procedures, and quality standards.
• Identify deviations and recommend corrective actions to maintain process integrity.
• Work with cross-functional teams to standardize processes and improve efficiency.

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• Continuous Quality Improvement
• Take initiatives to introduce cutting-edge strategies for enhancing call quality and customer experience.
• Participate in initiatives to optimize processes and drive operational excellence.
• Monitor the impact of process enhancements and refine approaches as needed.

• Cross-Functional Collaboration
• Communicate quality findings, trends, and recommendations to operations teams.
• Partner with operations teams to implement quality improvement measures effectively.
• Audit Readiness & Documentation
• Maintain comprehensi

📌 Quality Analyst (Bengaluru)
🏢 Bridgestone Americas
📍 Bengaluru