Role & responsibilities

- Monitor and evaluate inbound/outbound calls, chat, and email interactions using standard scorecards.
- Assess communication quality, process adherence, accuracy, and customer handling skills .
- Provide timely, constructive feedback to agents and collaborate with team leaders for coaching .
- Handle customer inquiries and ensure qualified issue resolution when required .
- Conduct quality audits, track deviations, and ensure compliance with internal SOPs and regulatory guidelines .
- Generate daily/weekly/monthly MIS reports, including CSAT, NPS, audit findings, and error trends .
- Analyze errors to identify training needs and process gaps.
- Participate in calibration sessions to maintain evaluation consistency across teams .
- Recommend process improvements, SOP updates, and customer-handling guidelines .




- Provide active feedback to agents and generate audit reports to improve performance and adherence to standards .
- 3 Sources

Required Skills & Competencies

- Excellent communication skills and active listening ability .
- Strong analytical and problemsolving skills to identify quality issues and risks .
- Knowledge of 7 quality tools (e.g., scorecards, QA forms, basic quality frameworks)
- Ability to multitask, prioritize, and work in a fastpaced environment .
- Attention to detail and strong documentation skills

Preferred candidate profile

Immediate joiners Only

Excellent communication

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📌 Quality Analyst - Domestic (Bangalore electronic city) (Bengaluru)
🏢 TP
📍 Bengaluru