Location: Karol Bagh Delhi
Department: Operations – Quality
Employment Type: Full-Time
Job Summary
We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions, ensure process compliance, and improve overall service quality. The ideal candidate should have experience in call auditing, coaching agents, and driving performance improvements in a BPO environment.
Key Responsibilities
- Monitor and audit customer calls as per the quality framework.
- Evaluate agent performance and provide constructive feedback.
- Conduct calibration sessions with Operations and Training teams.
- Prepare daily, weekly, and monthly QA reports.
- Identify performance trends and recommend process improvements.
- Ensure adherence to client guidelines, SOPs, and compliance standards.
- Work closely with Team Leaders to improve agent quality scores.
- Support new hire audits and OJT quality monitoring.
- Maintain quality scorecards and documentation.
- Participate in client calibration and quality review meetings.
Required Skills
- Excellent communication skills (Verbal & Written).
- Strong analytical and problem-solving abilities.
- Good knowledge of QA tools, call monitoring, and audit processes.
- Proficiency in MS Excel, Word, and PowerPoint.
- Ability to coach and mentor agents.
- Strong attention to detail and time management
- Minimum 1–3 years of experience as a Quality Analyst in a BPO (Voice Process).
- Experience in Domestic Voice Process preferred.
- Knowledge of CSAT, AHT, FCR, Compliance, and Quality Metrics is an advantage.
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: On the road
