Call Quality Analyst (BPO)

Job Description

Key Responsibilities: Monitor and evaluate daily calls (live and recorded) for accuracy, quality, and compliance Provide actionable feedback and coaching to agents for performance improvement Prepare detailed QA reports and maintain quality audit logs Analyze trends in call performance and escalate recurring issues to the operations team Assist in the development of call scripts, QA scorecards, and training modules Work closely with the training and operations teams to implement quality improvement initiatives Ensure adherence to compliance, process protocols, and customer service standards Participate in calibration sessions to ensure alignment across QA and operations teams Skills & Qualifications: Bachelor’s degree or diploma in any field 6 months of experience in quality analysis within a call center or BPO Excellent listening, analytical, and report writing skills Strong understanding of call center metrics and quality monitoring tools Proficient in MS Office (especially Excel and PowerPoint) Knowledge of CRM and call recording software is a plus Ability to work independently and in a team with minimal supervision Strong verbal and written communication skills Job Types: Full-time, Permanent Pay: ₹18,000.00 - ₹22,000.00 per month Benefits: Leave encashment Paid sick time Schedule: Day shift Morning shift Supplemental Pay: Performance bonus Yearly bonus Education: Bachelor's (Required) Experience: Call Quality BPO: 1 year (Required) Location: Noida Sector 16, Noida, Uttar Pradesh (Required) Work Location: In person Speak with the employer +91 8800828679