About The Opportunity 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
• Fast-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:
bpo,call monitoring,crm systems,quality assurance,customer,analytics,speech analytics

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