Quality Analyst (BPM / Contact Centre)

Department: Business Process Management (BPM)

Designation: Quality Analyst

Reporting To: Quality Manager / BPM Operations Manager

Location: Central BPM / Contact Centre Operations

Role Objective To ensure high-quality customer interactions across inbound and outbound calls by monitoring agent performance, ensuring process compliance, identifying improvement opportunities, and driving customer experience and conversion outcomes.

Key Responsibilities

1. Call Monitoring & Quality Audits

- Conduct regular audits of inbound and outbound calls, including lead follow-ups, appointment booking, confirmation, and post-interaction calls.
- Evaluate calls against defined quality parameters and the approved quality scorecard.
- Assess communication skills, product and service knowledge, customer engagement, appointment pitching, objection handling, and call closure.
- Identify critical errors, process deviations, incorrect commitments, and customer experience gaps.
- Ensure audit coverage is achieved as per the defined quality plan.

2. Quality Reporting & Performance Analysis

- Prepare daily, weekly, and monthly quality reports for individual agents, teams, and locations.
- Track quality scores, parameter-wise error percentages, critical errors, and recurring process gaps.
- Identify top-performing agents, bottom-quartile performers, and agents requiring immediate intervention.
- Analyse the correlation between quality scores, appointment conversion, walk-ins, customer complaints, and other operational KPIs.
- Share actionable insights with the Operations and Training teams.

3. Feedback, Coaching & Training

- Provide timely, constructive feedback to agents based on audited calls.
- Conduct calibration sessions with Operations, Training,



and other relevant stakeholders to ensure consistent evaluation.
- Identify training needs and recommend targeted refresher sessions.
- Track improvement in agent quality scores after coaching and training interventions.
- Monitor repeat errors and escalate persistent non-compliance.

4. Process Compliance & Customer Experience

- Ensure adherence to approved scripts, consultation charges, offers, campaign guidelines, appointment-booking SOPs, and CRM documentation requirements.
- Verify the accuracy of information communicated to clients regarding treatments, services, promotions, and appointments.
- Identify instances of mis-selling, incorrect commitments, poor customer handling, and deviations from approved communication.
- Support complaint analysis and corrective action planning to improve customer satisfaction.

5. Quality Governance & Continuous Improvement

- Maintain updated quality scorecards, audit trackers, feedback records, and calibration documentation.
- Participate in process reviews and recommend improvements to scripts, workflows, and SOPs.
- Support the implementation of AI-based quality monitoring and automated call evaluation.
- Validate AI-generated quality scores against manual audits and identify discrepancies.
- Track corrective and preventive actions to ensure sustainable quality improvement.

Key Performance Indicators (KPIs)





- Quality audit coverage and audit completion within TAT.
- Average quality score against the defined target.
- Accuracy and consistency of audit evaluations.
- Critical error identification and reporting.
- Timeliness of feedback and coaching closure.
- Reduction in repeat errors and process deviations.
- Improvement in quality scores following coaching.
- Calibration accuracy and adherence to the quality framework.
- Contribution to customer experience, complaint reduction, and appointment conversion.

Required Skills & Competencies

- Strong verbal and written communication skills.
- Excellent listening, analytical, and observation skills.
- Knowledge of contact centre quality assurance and call monitoring.
- Understanding of customer service, lead management, appointment booking, and conversion processes.
- Proficiency in Excel, reporting, and data analysis.
- Ability to provide constructive feedback and influence agent performance.
- Robust attention to detail, fairness, and process discipline.
- Familiarity with CRM systems, dialers, and AI-based quality monitoring tools is an advantage.

Qualifications & Experience

- Graduate in any discipline.
- 24 years of experience in contact centre quality assurance, preferably in healthcare, dermatology, beauty, wellness, or customer service operations.
- Experience in call auditing, quality scorecards, calibration, reporting, and agent coaching.
- Experience with AI-driven quality tools will be an added advantage.

Expected Outcome To establish a consistent quality framework that improves customer interactions, strengthens process compliance, reduces recurring errors, supports appointment conversions, and enhances the overall client experience at Oliva Clinics

📌 Quality Analyst (BPM / Contact Centre) (Hyderabad)
🏢 Oliva Skin u0026 Hair Clinics
📍 Hyderabad