QA / QC Analyst

Position: Quality Analyst Job location: Karkhana secundrabad Salary: As per the market standards Languages: Tamil or Kannada. Key Responsibilities Monitor and evaluate recorded and live customer calls for quality, accuracy, and compliance. Assess calls based on predefined quality parameters such as communication skills, adherence to process, professionalism, and customer handling. Provide detailed feedback and coaching to agents to improve performance. Prepare and share quality reports, dashboards, and trend analysis. Conduct calibration sessions with clients, operations, and training teams. Identify training needs and recommend process improvements. Ensure compliance with client guidelines, data privacy, and regulatory standards. Participate in root cause analysis of defects and customer complaints. Support new hire certifications and refresher training assessments. Key Skills & Competencies Strong listening, analytical, and evaluation skills Excellent verbal and written communication skills Good understanding of call center metrics (AHT, FCR, CSAT, QA scores) Attention to detail and problem-solving ability Ability to provide constructive feedback Proficient in MS Excel and reporting tools Educational Qualifications Graduate or undergraduate (any discipline) Certification in Quality or Six Sigma (preferred, not mandatory) Experience Requirements 1–2 years of experience as a Quality Analyst in a BPO voice process Experience in international or domestic voice processes (as applicable) Exposure to call monitoring tools and CRM systems. If any one interested pls drop resume at hr6@kolorshealthcare.info.