BPO Quality Analyst
We are looking for an experienced and detail-oriented BPO Quality Analyst to monitor call quality, conduct call audits, identify process gaps, and perform Root Cause Analysis (RCA) to improve overall team performance and customer experience.
Key Responsibilities:
- Conduct regular call audits to evaluate agents against defined quality parameters and compliance guidelines.
- Perform detailed RCA (Root Cause Analysis) for quality issues, process deviations, customer complaints, and performance gaps.
- Identify recurring errors and provide actionable recommendations for improvement.
- Prepare and maintain quality reports, RCA reports, audit trackers, and performance dashboards.
- Analyze call recordings and identify gaps in communication, process adherence, customer handling, and compliance.
- Share quality feedback with agents and coordinate with Team Leaders for corrective actions.
- Conduct calibration sessions and quality feedback sessions whenever required.
- Track action plans and monitor improvements after feedback/coaching.
- Prepare daily, weekly, and monthly quality reports for management.
- Create and present PowerPoint (PPT) presentations for quality reviews, RCA findings, and performance updates.
- Coordinate with Operations, Training, and Team Leaders to improve overall process quality.
- Ensure adherence to company policies, process guidelines, and compliance requirements.
Required Skills & Qualifications:
- Experience as a BPO Quality Analyst / Quality Executive / Call Auditor preferred.
- Strong knowledge of Call Auditing and RCA.
- Advanced MS Excel knowledge is mandatory, including Pivot Tables, VLOOKUP/XLOOKUP, IF formulas, COUNTIF/SUMIF, data analysis, dashboards, and reporting.
- Good knowledge of MS PowerPoint (PPT) for creating professional presentations and management reports.
- Strong analytical and problem-solving skills.
- Excellent communication and documentation skills.
- Ability to identify trends, patterns, and recurring quality issues.
- Good understanding of BPO processes, call handling, quality parameters, and compliance.
- Ability to work with large volumes of data and meet reporting deadlines.
Preferred:
- Experience in Collections / Recovery / Banking / Financial Services BPO will be an added advantage.
- Candidates with experience in handling RCA, quality audits, agent feedback, and performance improvement will be preferred.
Pay: ₹18,000.00 - ₹24,000.00 per month
Work Location: In person
