About The Prospect

A quick-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
Quick-track career growth 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