Job Summary
We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions, ensure adherence to quality standards, identify process improvement opportunities, and support operational excellence within the BPO environment.
Key Responsibilities
- Monitor and evaluate customer interactions (calls, emails, chats, and tickets) based on defined quality parameters.
- Conduct regular quality audits and provide constructive feedback to agents and team leaders.
- Prepare and maintain quality scorecards, reports, and performance dashboards.
- Identify trends, process gaps, and training needs through quality monitoring.
- Collaborate with Operations, Training, and Team Leads to improve service quality and customer experience.
- Participate in calibration sessions to ensure consistency in quality evaluations.
- Track key quality metrics such as CSAT, FCR, AHT, Compliance, and Customer Experience scores.
- Ensure adherence to client guidelines, company policies, and compliance requirements.
- Assist in developing quality frameworks, SOPs, and best practices.
- Support root cause analysis (RCA) and continuous improvement initiatives.
Required Skills
- Strong understanding of Quality Assurance processes in a BPO/Customer Support environment.
- Experience in call monitoring, quality audits, and feedback delivery.
- Knowledge of customer service KPIs and performance metrics.
- Excellent communication, analytical, and reporting skills.
- Proficiency in Microsoft Excel, PowerPoint, and reporting tools.
- Ability to identify trends and recommend process improvements.
- Strong attention to detail and problem-solving abilities.
Preferred Qualifications
- Graduate in any discipline.
- Experience with CRM platforms such as Salesforce, Zendesk, or Freshdesk.
- Experience in Voice, Chat, Email, or Blended support processes.
- Knowledge of Six Sigma, COPC, or Quality Frameworks is an advantage.
Key Performance Indicators (KPIs)
- Quality Score
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Compliance Adherence
- Audit Accuracy
- Process Improvement Initiatives
- Agent Coaching Effectiveness
Nice-to-Have
- Experience in international processes (US/UK/Australia).
- Advanced Excel skills (Pivot Tables, VLOOKUP, Dashboards).
- Data analysis and reporting experience.
Pay: ₹30,178.42 - ₹45,259.67 per month
Benefits:
- Flexible schedule
- Food provided
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
