BPO Quality Analyst

The Quality Analyst position involves the responsibility of monitoring and evaluating customer interactions in the call center to ensure adherence to processes, compliance with regulations, and achievement of customer satisfaction goals. Your role will include analyzing agent performance, identifying areas for improvement, and providing constructive feedback to enhance service quality. You will be expected to conduct regular monitoring of customer interactions such as phone calls, chats, and emails to assess the quality of service provided by agents. By analyzing quality data, you will identify trends, patterns, and areas that require improvement. Your insights and recommendations based on performance analysis will be crucial for management decision-making. Collaboration with team leaders to implement coaching and training programs aimed at addressing performance gaps is a key aspect of the role. Working with other departments to identify and implement process improvements that enhance service quality and customer satisfaction will also be part of your responsibilities. Additionally, you will assist in developing and delivering training programs for both new and existing agents to ensure a consistent and high level of service quality. It is essential to ensure that all quality assessments and monitoring activities comply with relevant legal and regulatory requirements. Staying informed about industry best practices and recommending updates to quality processes accordingly will be expected from you. To qualify for this position, you should hold a Bachelor's degree in a relevant field (Master's preferred) and have at least 1+ years of experience as a Quality Analyst in a call center or BPO environment. Strong analytical and problem-solving skills are required, along with excellent written and verbal communication skills. Being detail-oriented with a focus on accuracy and data integrity is essential. Familiarity with quality assurance processes and methodologies, ability to work independently and collaboratively in a team environment, and proficiency in using quality monitoring tools and software are also necessary qualifications. This is a full-time onsite position located in Rourkela.,