Quality Analyst – BPO
Company: AMS Comtel
Job Location: Sector V, Kolkata
Employment Type: Full-time
Department: Quality / Operations
Job Description
We are looking for an experienced Quality Analyst to monitor and improve the quality of customer interactions and ensure adherence to process and company standards.
Key Responsibilities
- Monitor and evaluate customer calls based on defined quality parameters.
- Conduct regular call audits and maintain quality reports.
- Identify performance gaps and provide constructive feedback to agents.
- Ensure adherence to process guidelines, scripts, compliance requirements, and call-handling standards.
- Conduct calibration sessions with the Operations and Training teams.
- Identify recurring errors and recommend corrective actions.
- Share quality performance insights with Team Leaders and Operations Managers.
- Maintain daily, weekly, and monthly quality reports.
- Support the training team by identifying knowledge and performance gaps.
- Ensure compliance with client and company quality standards.
Requirements
- 1–3 years of experience as a Quality Analyst in BPO/Call Centre preferred.
- Experience in banking, financial services, collections, or tele-calling will be an advantage.
- Excellent communication and interpersonal skills.
- Good knowledge of MS Excel and basic computer applications.
- Strong analytical and observation skills.
- Ability to provide effective and constructive feedback.
- Good understanding of BPO quality parameters and call monitoring.
- Ability to work effectively with Operations and Training teams.
Salary
₹20,000 – ₹30,000 per month, based on experience and skills.
Job Location
Sector V, Kolkata
Interested candidates can apply through Indeed.
Pay: ₹20,000.00 - ₹30,000.00 per month
Work Location: In person
