Job Title: Quality Analyst (QA) – BPO Operations
Company: FastInfo Legal Services Pvt. Ltd.
Location: Sector V, Salt Lake, Kolkata
Job Type: Full-Time
Job Summary
FastInfo Legal Services Pvt. Ltd. is looking for a detail-oriented and analytical Quality Analyst (QA) to join our Operations team. The ideal candidate should have 1–3 years of experience in BPO Quality and be responsible for monitoring team performance, conducting quality audits, and driving continuous process improvement.
Key Responsibilities
- Monitor and evaluate agent performance through regular quality audits.
- Analyze calls, emails, chats, and operational processes to ensure quality standards are maintained.
- Prepare daily, weekly, and monthly quality and performance reports.
- Conduct feedback, coaching, and calibration sessions with operations teams.
- Identify process gaps and recommend corrective actions for continuous improvement.
- Ensure adherence to SOPs, compliance guidelines, and company quality standards.
- Collaborate with Team Leaders and Operations Managers to improve overall team performance.
- Track quality metrics and support process enhancement initiatives.
Required Skills & Qualifications
- Experience: 1–3 years as a Quality Analyst in a BPO/Contact Center.
- Strong analytical, communication, and interpersonal skills.
- Proficiency in MS Excel (Pivot Tables, VLOOKUP, HLOOKUP, basic reporting).
- Hands-on experience in call monitoring, quality audits, and process evaluation.
- Strong attention to detail with excellent reporting and documentation skills.
- Ability to provide constructive feedback and conduct calibration sessions.
- Knowledge of quality metrics such as CSAT, FCR, AHT, and SLA will be an added advantage.
Immediate Joiners will be preferred.
If you're passionate about maintaining quality standards and driving operational excellence, we'd love to hear from you. Apply now!
Pay: ₹16,000.00 - ₹20,000.00 per month
Benefits:
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
