About The Opportunity A fast-growing international BPO leader operating across APAC and EMEA, we deliver premium customer experience solutions for global brands in fintech, e-commerce, and telecom. Our quality analysts ensure every customer interaction meets global CX standards—driving operational excellence through real-time feedback, process intelligence, and agent enablement.

Role & Responsibilities

- Monitor, evaluate, and score live and recorded customer interactions against global quality scorecards.
- Deliver actionable, data-driven feedback to agents and trainers to improve service delivery and compliance.
- Identify recurring quality gaps and collaborate with operations to implement corrective actions and training modules.
- Maintain audit logs, KPI dashboards, and monthly quality trend reports for leadership review.
- Support calibration sessions with QA leads and client stakeholders to align scoring consistency.




- Leverage speech and text analytics tools to uncover sentiment trends and emerging CX risks.

Skills & Qualifications

- Must-Have
- Call monitoring
- Quality assurance
- Scorecard calibration
- Speech analytics
- KPI reporting
- CRM systems
- Client SLA compliance
- Feedback delivery
- Preferred
- Genesys CX
- NICE CXone
- Call scripting

Benefits & Culture Highlights

- Fast-track growth opportunities with exposure to global CX clients and multilingual teams.
- Hybrid-friendly policies with onsite collaboration + flexibility during peak cycles.
- Quarterly performance bonuses aligned with team quality targets.

Skills: crm systems,speech analytics,bpo,analytics,quality assurance,customer,call monitoring

📌 Customer Service Quality Analyst (int. bpo) (Bengaluru)
🏢 CAREERBLOC ~
📍 Bengaluru