Call Quality Analyst (BPO)

Job Summary

We are looking for a Quality Analyst (QA) who will be responsible for monitoring, assessing, and improving the quality of calls, processes, and services. The ideal candidate will have a keen eye for detail and a deep understanding of customer service and business process quality standards.

Key Responsibilities

• Monitor and evaluate inbound/outbound calls and communication processes.
• Identify process gaps, suggest improvements, and ensure adherence to SOPs.
• Provide regular feedback and coaching to team members based on quality observations.
• Maintain and update QA scorecards, reports, and dashboards.
• Collaborate with team leaders and trainers to implement quality improvements.
• Conduct audits and report on compliance, communication standards, and customer experience.
• Support performance enhancement and ensure compliance with internal quality metrics.

Requirements

• 1–3 years of experience in a QA or Call Quality Analyst role (preferably in EdTech, BPO, or customer support).
• Strong listening, analytical, and documentation skills.
• Familiarity with QA tools, CRM systems, and Excel/Google Sheets.
• Ability to multitask and work in a fast-paced environment.
• Graduate in any stream (preferred: Mass Comm, BBA, or related fields).
• Strong verbal and written communication skills

Job Types: Full-time, Permanent

Pay: ₹18,000.00 - ₹23,000.00 per month

Schedule:

• Day shift
• Morning shift

Supplemental Pay:

• Performance bonus
• Yearly bonus

Experience:

• Call Audit BPO: 1 year (Required)

Location:

• Noida Sector 16, Noida, Uttar Pradesh (Required)