We are looking for a detail-oriented BPO Quality Analyst to monitor and evaluate customer service and sales calls, ensure compliance with quality standards, and improve overall agent performance.
Key Responsibilities:
- Monitor and evaluate calls against defined quality parameters.
- Provide timely, constructive, and actionable feedback to agents based on call evaluations.
- Identify performance gaps and areas for improvement.
- Track and analyze quality scores, trends, and performance data.
- Prepare regular quality reports for management.
- Maintain accurate evaluation records and quality data.
- Collaborate with Team Leaders/Managers to improve call quality and customer satisfaction.
- Ensure adherence to scripts, processes, professionalism, and accuracy.
Qualifications & Skills:
- 1-2 years of relevant experience in Call Quality/QA, preferably in BPO.
- Bachelor’s degree required.
- Excellent communication, listening, and analytical skills.
- Strong attention to detail and ability to work independently.
- Ability to deliver professional and constructive feedback.
- Knowledge of call monitoring/quality tools.
- Willingness to work in early morning shifts(6 am, 7 am)
- Good time management and problem-solving skills.
Speak with the employer : 7087359999
Pay: ₹28,000.00 - ₹35,000.00 per month
Benefits:
- Food provided
- Health insurance
- Provident Fund
Experience:
- call auditing: 1 year (Required)
Location:
- Mohali, Punjab (Required)
Work Location: In person
