Job Title: Quality Assurance Analyst
Job Summary
The Quality Assurance Analyst is responsible for monitoring, evaluating, and analyzing customer interactions to ensure compliance with company policies, quality standards, and client requirements. The role focuses on identifying improvement opportunities, providing constructive feedback, and supporting continuous performance enhancement for customer service representatives.
Key Responsibilities
- Monitor and evaluate inbound and outbound customer calls, emails, chats, or other customer interactions.
- Conduct quality audits using predefined scorecards and evaluation parameters.
- Ensure adherence to company policies, client guidelines, and regulatory compliance.
- Identify performance gaps and provide actionable feedback to agents and team leaders.
- Prepare quality reports and audit summaries.
- Participate in calibration sessions to maintain consistency in quality evaluations.
- Maintain audit records and ensure timely completion of assigned evaluations.
Required Qualifications
- Bachelor's degree or equivalent (preferred).
- 1–3 years of experience in a BPO quality or call auditing role.
- Strong understanding of customer service processes and quality assurance methodologies.
- Experience using QA scorecards and quality monitoring tools.
- Proficiency in Microsoft Excel, Word, and reporting tools.
Required Skills
- Excellent listening and analytical skills.
- Strong verbal and written communication.
- Attention to detail and accuracy.
- Ability to provide objective and constructive feedback.
- Problem-solving and decision-making skills.
- Time management and ability to meet deadlines.
- Ability to work independently and as part of a team.
Job Type: Full-time
Pay: ₹30,000.00 - ₹35,000.00 per month
Work Location: In person
