Call Quality Analyst-Hindi

The Quality Analyst is responsible for monitoring and evaluating the quality of inbound and outbound calls, chats, and emails handled by the operations team. The role ensures that customer interactions are aligned with company standards, compliance requirements, and client expectations. The QA will provide actionable feedback, identify training needs, and contribute to continuous process improvement to enhance overall customer satisfaction and performance quality.

Key Responsibilities:

Monitor and evaluate agent interactions (calls) to ensure adherence to quality standards, process compliance, and customer service guidelines.

Conduct regular audits and prepare detailed quality reports highlighting trends, errors, and improvement areas.

Provide constructive feedback and coaching to agents to enhance performance and communication skills.

Collaborate with team leaders and trainers to design action plans for performance improvement.

Maintain and update QA scorecards, checklists, and evaluation forms as per business and client requirements.

Participate in calibration sessions with internal teams and clients to ensure consistency in quality standards.

Identify process gaps and recommend solutions to improve customer experience and efficiency.

Ensure compliance with company policies, client requirements, and data security standards.

Track performance metrics such as quality scores, CSAT, FCR, and AHT to support continuous improvement initiatives.

Support training and refresher programs based on audit insights.

Key Skills & Competencies:

Strong analytical, listening, and communication skills.

Excellent attention to detail and accuracy.

Ability to provide clear, constructive feedback and influence performance improvements.

Good understanding of BPO processes (voice) and customer service standards.

Proficiency in MS Excel, QA tools, and CRM systems.

Strong time management and organizational skills.

Ability to work independently and collaboratively in a fast-paced environment.

Qualifications & Experience:

Graduate in any discipline.

24 years of experience as a Quality Analyst in a BPO/Call Center environment (voice).

Experience with QA tools, call monitoring systems, and reporting dashboards preferred.