Job Summary

Experience: 1-3 years (BPO quality experience). Shift: Rotational shifts; Week offs (Day/Night). Joining: Immediate joiners preferred.

Responsibilities

- Quality Monitoring Auditing - Monitor and evaluate customer interactions across Chat Voice processes. Conduct daily call audits and chat evaluations to ensure quality standards. Identify process gaps, compliance issues, and improvement areas. Ensure adherence to quality parameters, SOPs, and client requirements. Monitor agent performance based on quality scores and productivity.
- Employee Performance Monitoring - Track individual employee quality performance and identify low performers. Provide regular feedback and coaching to improve agent performance. Conduct one-on-one feedback sessions with employees. Identify repeated errors and recommend corrective action plans. Coordinate with Team Leaders to improve overall team quality scores.
- Quality Analysis Reporting - Prepare daily, weekly, and monthly quality reports. Analyze quality trends, error patterns, and performance gaps. Conduct Root Cause Analysis (RCA) for critical errors and repeated mistakes. Maintain quality dashboards and audit trackers. Share actionable insights with Operations and Training teams.
- Training Process Improvement - Conduct refresher training sessions based on audit findings.



Participate in internal and client calibration sessions. Support new joiners during the nesting period. Recommend process improvements to enhance customer experience. Ensure consistent quality standards across the process.

Requirements

- Minimum 1-3 years of experience in BPO Quality Analysis.
- Experience in Chat Voice (Blended Process) preferred.
- Strong knowledge of Quality Parameters, CSAT, AHT, SLA, FCR, and Compliance.
- Understanding of 7 QC Tools, RCA, Pareto Analysis, and Quality Calibration.
- Positive analytical, communication, and feedback skills.
- Proficiency in MS Excel and MIS reporting.
- Ability to identify performance gaps and drive quality improvements.
- Comfortable working in rotational shifts and week-offs.
- Immediate joiners will be preferred.

Skills

- Quality Monitoring

- Quality Analysis

- Root Cause Analysis (RCA)

- Pareto Analysis

- Quality Calibration

- MS Excel

- MIS reporting

- CSAT

- SLA

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Quality Analyst (Blended Process - Chat & Voice) (Pune)
🏢 Imperative Business Ventures
📍 Pune