Role Overview

We are looking for a detail-oriented Quality Analyst to monitor customer interactions, evaluate agent performance, ensure adherence to quality standards, and drive continuous improvement in customer experience and process compliance.

Key Responsibilities:

- Quality Monitoring: Evaluate customer interactions across calls, emails, chats, and other communication channels to ensure compliance with quality standards.

- Quality Audits: Conduct regular audits using defined quality parameters, scorecards, SOPs, and client-specific guidelines.

- Feedback &
- Coaching:

Provide constructive feedback to agents and collaborate with Team Leaders to improve performance and reduce recurring errors.

- Root Cause Analysis: Identify recurring quality issues, analyse performance trends, and recommend corrective and preventive actions.

- Compliance &

- Process Adherence:

Ensure agents follow company policies, client requirements, regulatory guidelines, and process-specific procedures.

- Reporting &

- MIS:

Prepare daily, weekly, and monthly quality reports covering audit scores, critical errors, customer experience, and improvement areas.

- Calibration: Participate in calibration sessions with Operations, Training, and clients to maintain consistency in quality evaluations.

- Customer Experience: Identify opportunities to improve customer satisfaction, communication, resolution quality, and first-call resolution.

- Process Improvement: Work with Operations and Training teams to address performance gaps and improve overall process efficiency.

- Documentation:



Maintain accurate audit records, feedback logs, quality trackers, and performance dashboards.

Required Skills &

- Qualifications:

- Graduate in any discipline; relevant experience may be considered.

- 14 years of experience in a BPO, preferably in Quality Assurance or Quality Monitoring.

- Strong understanding of quality parameters, audit scorecards, SOPs, and process compliance.

- Excellent communication, analytical, and problem-solving skills.

- Proficiency in MS Excel, reporting, and data analysis.

- Ability to provide constructive feedback and work collaboratively with Operations and Training teams.

- Robust attention to detail and ability to identify patterns in performance gaps.

- Knowledge of CRM tools, quality monitoring platforms, and ticketing systems is an advantage.

Key Performance Indicators (KPIs)

- Quality audit score and evaluation accuracy.

- Number of audits completed against the defined target.

- Critical error and compliance failure rate.

- Improvement in agent quality scores after feedback and coaching.

- Reduction in repeat errors and process deviations.

- Calibration accuracy and consistency.

- Contribution to customer satisfaction and first-call resolution.

Preferred Competencies

- Strong observation and listening skills.

- Data-driven approach to quality improvement.

- Ability to handle feedback constructively.

- High integrity and confidentiality.

- Ability to work under pressure and meet audit deadlines.

- Strong stakeholder coordination and documentation skills.

📌 Quality Analyst (Mumbai)
🏢 Ocube Services
📍 Mumbai