Role/Skill: QA Analyst
Location: Hyderabad
Experience: 5 to 8 years
Band: BPO 3
Salary: Up to 9 LPA
Job Summary
We are looking for an experienced QA Analyst to ensure consistent service quality across customer interactions and business transactions. The role involves monitoring, evaluating, and auditing calls, chats, emails, and/or backend processes to ensure adherence to defined quality standards, regulatory requirements, and client expectations. The incumbent will play a key role in driving process excellence and continuous improvement initiatives within the team.
Key Responsibilities:
- Monitor and evaluate customer interactions (calls, emails, chats) and/or transaction processing activities.
- Conduct regular audits and document findings accurately.
- Identify process gaps, errors, and deviations from SOPs.
- Provide structured and actionable feedback to agents/team members.
- Collaborate with operations, training, and quality teams to improve process adherence.
- Track quality trends and recommend corrective actions.
- Prepare quality reports and dashboards for management.
- Support coaching and training initiatives based on audit findings.
- Ensure compliance with industry regulations and client requirements.
Required Skills:
- Strong understanding of QA methodologies and audit processes in BPO/ITES.
- Experience in voice/non-voice quality audits.
- Excellent analytical and communication skills.
- Good knowledge of MS Excel and reporting tools.
- Understanding of metrics like CSAT, AHT, FCR, and adherence.
Important Notes:
- Ex-TCS employees cannot apply.
- PAN and DOB are mandatory for profile creation.
- Filling out the questionnaire form is mandatory for the further process.
Questionnaire Link: https://myglit.com/lateral/cref/8bdd518a6b
Pay: ₹500,000.00 - ₹900,000.00 per year
Work Location: In person
