We are hiring pro-active Quality Analyst for our customer care team. Ideal Candidate responsible for

- Monitor and evaluate customer calls, chats, and other customer interactions.
- Conduct quality audits using defined quality parameters and scorecards. Identify errors, process gaps, and areas requiring improvement.
- Perform RCA (Root Cause Analysis) for recurring quality and performance issues.
- Conduct ACPT activities and track identified gaps through to closure. Provide constructive feedback and coaching to customer service executives.
- Prepare daily, weekly, and monthly quality reports and MIS. Track quality scores, KPIs, SLAs, and process performance.
- Conduct calibration sessions with Operations and Quality teams. Identify recurring defects and recommend corrective and preventive actions.
- Ensure adherence to SOPs, company policies, process guidelines, and compliance requirements.




- Maintain quality audit records and follow up on improvement action plans.
- Support process improvement and customer experience initiatives.

Required Qualifications and Skills
- Graduate in any discipline.
- 1–3 years of experience as a Quality Analyst in BPO / Customer Service / Call Centre.
- Experience in voice or blended processes preferred.
- Good knowledge of quality auditing and monitoring. Strong understanding of RCA and process improvement.
- Knowledge of ACPT and quality tracking.
- Good communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Valuable knowledge of MS Excel and MIS reporting.
- Ability to work with Operations and Quality teams.

Immediate joiners preferred... Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Quality Analyst (Kannur)
🏢 Nikshan Electronics
📍 Kannur