Quality Analyst (QA) – BPO / Customer Support
Job Location: Perungudi, Chennai
Work Mode: Work From Office
Employment Type: Full-Time
Experience: 2–3 Years
Industry: BPO / Customer Support – Mandatory
Qualification: Any Graduate
Salary: Up to ₹28,000 CTC per month, based on experience and company standards
Languages: Hindi & English – Mandatory
Job Summary
We are looking for an experienced and detail-oriented Quality Analyst (QA) to monitor customer interactions and ensure compliance with quality standards, client requirements, and company processes.
The ideal candidate should have 2–3 years of experience as a quality analyst in the BPO / customer support industry, along with strong communication, analytical, and reporting skills.
Key Responsibilities
- Monitor and evaluate customer interactions, including inbound and outbound calls, chats, and emails.
- Conduct regular quality audits and evaluate agent performance.
- Provide constructive feedback and coaching to agents.
- Identify performance gaps and recommend improvement plans.
- Prepare and maintain QA reports, scorecards, audit reports, and performance metrics.
- Ensure compliance with company policies, client requirements, SOPs, and quality guidelines.
- Work closely with team leaders and managers to improve overall team performance.
- Participate in training, feedback, and quality calibration sessions.
- Analyze quality trends and identify recurring issues.
- Recommend process improvements to improve productivity and customer experience.
- Maintain accurate records of quality audits and performance observations.
Mandatory Requirements
- 2–3 years of quality analyst experience in the BPO / customer support sector.
- BPO experience is mandatory.
- Hindi and English communication skills are mandatory.
- Any graduate qualification.
- Strong verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Good knowledge of QA processes, quality monitoring, and audit procedures.
- Experience handling Inbound and outbound processes will be an added advantage.
- Proficiency in MS Excel, MS Word, PowerPoint, and Microsoft Office.
- Strong attention to detail and accuracy.
- Good knowledge of QA scorecards, quality metrics, and performance reports.
- Ability to work independently and meet deadlines.
Pay: ₹28,000.00 per month
Benefits:
- Food provided
- Health insurance
- Leave encashment
- Paid sick time
- Provident Fund
Experience:
- QA in BPO: 1 year (Required)
Language:
Work Location: In person
