Job Title: Quality Analyst (BPO)
Experience: 3+ Years
Location: Mohali (Work from Office)
Job Summary
We are seeking a Quality Analyst to monitor customer interactions, evaluate agent performance, and ensure compliance with quality standards while driving continuous improvement.
Key Responsibilities
- Monitor Chat, and Email interactions.
- Evaluate agent performance using quality scorecards.
- Conduct calibration sessions with Operations and Training teams.
- Deliver timely feedback and coaching to agents.
- Identify performance gaps and recommend improvement plans.
- Prepare quality reports and trend analysis.
- Ensure compliance with client SOPs and quality guidelines.
- Participate in internal and external audits.
- Support process improvement initiatives.
Required Skills
- Experience in quality monitoring within BPO.
- Strong analytical and problem-solving skills.
- Excellent communication skills.
- Knowledge of RCA, CSAT, FCR, AHT, QA metrics.
- Good proficiency in Excel and reporting.
Preferred Qualifications
- Graduate.
- Experience in international customer support processes.
Pay: ₹35,000.00 - ₹50,000.00 per month
Benefits:
- Commuter assistance
- Food provided
- Provident Fund
Work Location: In person
