Job Description – Quality Analyst
Location : Koramangala, Bangalore
CTC : ₹3,89,000 to ₹4,50,000 per annum
Languages must know:
1. English, Hindi and Marathi
2. English, Hindi and any of the 2 South Indian Languages.
Key Responsibilities:
- Complete quality monitoring evaluations and audit assessments as per defined targets.
- Deliver feedback to agents with the objective of improving performance.
- Drive high service quality standards and act as the Subject Matter Expert (SME) on best practices for quality control across CRE, In-house, and Contact Centre teams.
- Possess a deep understanding of ACPT analysis.
- Analyze DSAT/CSAT trends and provide recommendations for improvement.
- Identify Continual Improvement opportunities and implement Corrective and Preventive Actions (CAPA).
- Attend calibration sessions regularly.
- Possess basic working knowledge of Excel.
Candidate Requirements:
- Bachelor’s degree in any discipline or equivalent qualification.
- Minimum 12 months of experience as a Quality Analyst.
- Ability to leverage prior experience to identify training needs and improve Customer Service Team performance.
- Excellent written and verbal communication skills in English (mandatory).
- Fluency in Hindi and two additional regional language mentioned above preferred.
- Strong presence of mind and ability to convert audits into actionable insights.
- Good interpersonal and constructive feedback skills.
- Strong attention to detail with excellent probing and problem-solving skills.
- Self-motivated with the ability to multitask effectively.
- Proficient in handling customer interactions.
- Clear understanding of customer experience impacting factors in interactions, with the ability to communicate insights effectively.
Pay: ₹400,000.00 - ₹450,000.00 per year
Work Location: In person
