B B D Bagh Kolkata West Bengal Quality Jobs – 123 Open Jobs Today

Quality Analyst
AMS Comtel —Kolkata, West Bengal
- ₹18,000 - ₹24,000 a month
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- Analysis skills
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Continental —Kolkata, West Bengal
- Online application

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Quality Analyst

AMS Comtel -
Kolkata, West Bengal

Quick apply

Job details

Full-time
₹18,000 - ₹24,000 a month
2 hours ago

Qualifications

Microsoft Powerpoint
Microsoft Excel
Analysis skills
Pivot tables
Communication skills
Banking

Full job description

BPO Quality Analyst

We are looking for an experienced and detail-oriented BPO Quality Analyst to monitor call quality, conduct call audits, identify process gaps, and perform Root Cause Analysis (RCA) to improve overall team performance and customer experience.

Key Responsibilities:

Conduct regular call audits to evaluate agents against defined quality parameters and compliance guidelines.
Perform detailed RCA (Root Cause Analysis) for quality issues, process deviations, customer complaints, and performance gaps.
Identify recurring errors and provide actionable recommendations for improvement.
Prepare and maintain quality reports, RCA reports, audit trackers, and performance dashboards.
Analyze call recordings and identify gaps in communication, process adherence, customer handling, and compliance.
Share quality feedback with agents and coordinate with Team Leaders for corrective actions.
Conduct calibration sessions and quality feedback sessions whenever required.
Track action plans and monitor improvements after feedback/coaching.
Prepare daily, weekly, and monthly quality reports for management.
Create and present PowerPoint (PPT) presentations for quality reviews, RCA findings, and performance updates.
Coordinate with Operations, Training, and Team Leaders to improve overall process quality.
Ensure adherence to company policies, process guidelines, and compliance requirements.

Required Skills & Qualifications:

Experience as a BPO Quality Analyst / Quality Executive / Call Auditor preferred.
Strong knowledge of Call Auditing and RCA.
Advanced MS Excel knowledge is mandatory, including Pivot Tables, VLOOKUP/XLOOKUP, IF formulas, COUNTIF/SUMIF, data analysis, dashboards, and reporting.
Good knowledge of MS PowerPoint (PPT) for creating professional presentations and management reports.
Strong analytical and problem-solving skills.
Excellent communication and documentation skills.
Ability to identify trends, patterns, and recurring quality issues.
Good understanding of BPO processes, call handling, quality parameters, and compliance.
Ability to work with large volumes of data and meet reporting deadlines.

Preferred:

Experience in Collections / Recovery / Banking / Financial Services BPO will be an added advantage.
Candidates with experience in handling RCA, quality audits, agent feedback, and performance improvement will be preferred.

Pay: ₹18,000.00 - ₹24,000.00 per month

Work Location: In person

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