QA (Quality Analyst) – BPO Job Description (₹30K Salary Range)
Position: Quality Analyst (QA) – BPO
Department: Quality Assurance
Experience: 1–3 Years in BPO/Call Center preferred
Job Responsibilities
- Monitor and evaluate customer calls, chats, and emails.
- Audit agent interactions based on quality parameters.
- Provide feedback and coaching to agents for performance improvement.
- Ensure compliance with company policies and client requirements.
- Prepare daily, weekly, and monthly QA reports.
- Identify process gaps and recommend improvements.
- Conduct calibration sessions with Team Leaders and Trainers.
- Track quality KPIs such as CSAT, AHT, FCR, and Quality Scores.
- Maintain QA scorecards and audit records.
Required Skills
- Good communication skills.
- Strong analytical and observation skills.
- Knowledge of call center quality processes.
- MS Excel and reporting knowledge.
- Attention to detail.
- Ability to provide constructive feedback.
Qualification
- Graduate in any discipline.
- 1–5 years of BPO experience (QA experience preferred).
- Experience in Voice/Non-Voice processes is an advantage.
Key Performance Indicators (KPIs)
- Quality Score
- CSAT (Customer Satisfaction)
- Compliance Score
- Audit Accuracy
- Coaching Effectiveness
- Process Adherence
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
Work Location: On the road
