About The Opportunity

A fast-growing customer experience consultancy operating across global BPO ecosystems, we partner with Fortune 500 brands to elevate service quality, operational compliance, and CX excellence across voice, chat, and digital channels. We empower frontline teams through data-driven insights, real-time feedback loops, and quality frameworks that directly impact NPS, CSAT, and first-contact resolution rates.

Role & Responsibilities
Monitor and evaluate 100+ daily customer interactions across voice, email, and chat to ensure adherence to SLAs, brand guidelines, and compliance standards.
Generate weekly quality scorecards and deep-dive root-cause analysis reports for QA leads and Operations Managers to drive measurable improvement.
Calibrate scoring with peer reviewers and supervisors to maintain consistency across regional teams and minimize inter-rater variability.
Identify recurring agent knowledge gaps and recommend targeted coaching modules, scripts, or IVR flow adjustments to reduce escalations and repeats.




Partner with Training & L&D; to co-design QA-based performance playbooks and scorecard refreshes aligned with changing client KPIs.
Run bi-weekly calibration sessions and feedback forums with frontline agents to foster continuous quality culture and accountability.

Skills & Qualifications
Must-Have
Quality Monitoring
Call Calibration
CSAT/NPS Analytics
Scorecard Design
Root Cause Analysis
BPO QA Tools (e.g., Calabrio, Verint, NICE)
SLA Compliance
Feedback Reporting
Preferred
Experience with ISO 9001 or Six Sigma methodologies
Exposure to multilingual CX settings
Familiarity with QA automation tools or AI-based call scoring platforms

Benefits & Culture Highlights
In office campus with contemporary workspaces, free meals, and wellness zones in key Indian metros.
Quarterly QA Excellence Awards and peer-recognition programs with monetary rewards.
Direct exposure to global client quality frameworks and career pathways into CX Leadership or Client Success roles.

Skills: ticketing,chat,csat,customer,root cause analysis,bpo

📌 Customer Service Quality Analyst From Bpo Only Bengaluru
🏢 Beyond Border Consultants
📍 Bengaluru