Key Responsibilities
- Monitor inbound/outbound calls, emails, chats, and other customer interactions.
- Evaluate agent performance based on quality parameters and process guidelines.
- Conduct calibration sessions with Operations and Training teams.
- Provide timely and constructive feedback to agents and team leaders.
- Identify performance gaps and recommend improvement plans.
- Prepare quality reports, scorecards, and trend analysis.
- Ensure adherence to client guidelines, compliance standards, and SOPs.
- Participate in process improvement initiatives and quality enhancement programs.
- Track key quality metrics such as CSAT, FCR, AHT, and compliance scores.
- Support internal and external quality audits
- 1–4 years of experience as a Quality Analyst in a BPO/Call Center.
- Strong knowledge of quality tools, auditing techniques, and RCA.
- Excellent verbal and written communication skills.
- Proficiency in MS Excel, PowerPoint, and reporting.
- Strong analytical, coaching, and interpersonal skills.
- Ability to work in rotational shifts, if required.
Pay: ₹17,000.00 - ₹20,000.00 per month
Work Location: In person
