About the Role
We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions, ensure adherence to quality standards, and identify opportunities for process improvement. The ideal candidate should have experience in a BPO/customer service environment, strong communication skills, and a keen eye for detail.
Key Responsibilities
- Monitor and evaluate customer interactions across calls, emails, chats, or other communication channels.
- Conduct quality audits based on defined quality parameters and SOPs.
- Identify gaps in agent performance, process adherence, and customer handling.
- Provide constructive feedback and actionable coaching points to team members.
- Maintain accurate quality scores, audit reports, and performance records.
- Identify recurring errors, trends, and areas of improvement and share insights with the relevant teams.
- Conduct calibration sessions with Operations and Training teams to ensure consistent quality standards.
- Ensure agents follow company policies, processes, compliance requirements, and communication standards.
- Participate in root-cause analysis and recommend corrective and preventive actions.
- Support the development and improvement of quality checklists, SOPs, and evaluation parameters.
- Prepare and share regular quality reports with management.
- Work closely with Operations and Training teams to improve overall customer experience and process performance.
Requirements
- 1–3 years of experience as a Quality Analyst in a BPO/customer service environment.
- Good understanding of quality monitoring and BPO processes.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Good knowledge of MS Excel and reporting.
- Ability to identify performance gaps and provide constructive feedback.
- Strong attention to detail and ability to work with targets and deadlines.
- Experience with quality monitoring tools or CRM systems will be an advantage.
Key Skills
Quality Auditing | BPO Operations | Call Monitoring | Customer Experience | Process Compliance | Root Cause Analysis | Feedback & Coaching | Reporting | MS Excel | Communication Skills
Benefits:
- Health insurance
- Paid time off
- Provident Fund
Work Location: In person
