BPO Quality Analyst

Job Description:

We are looking for a Call Quality Analyst with at least 1 year of experience in QA within a BPO/Call Center environment. The candidate must be currently based in Chennai and willing to work from the office.

Key Responsibilities:

• Monitor and evaluate customer service calls (voice/non-voice) as per quality standards
• Conduct call audits and provide detailed feedback to agents
• Identify gaps in communication, process, and compliance
• Prepare daily/weekly/monthly quality reports
• Share actionable insights to improve overall customer experience
• Coordinate with team leaders and operations for quality improvement
• Maintain quality documentation and audit records

Required Skills & Qualifications:

• Minimum 1 year experience as a Quality Analyst in BPO/Call Center
• Strong understanding of call quality parameters and QA frameworks
• Excellent communication and listening skills
• Good knowledge of MS Excel & reporting
• Ability to provide constructive feedback and coaching
• Attention to detail and analytical skills

Preferred Candidate Profile:

• Experience in voice process QA
• Immediate joiner or short notice preferred
• Currently residing in Chennai

Job Type: Full-time

Pay: ₹300,000.00 - ₹4,300,000.00 per year

Application Question(s):

• What is your C.CTC?
• What is your E.CTC?

Experience:

• Quality Analyst: 1 year (Required)

Work Location: In person