Quality Analyst

Job Description

About Baazi Games Baazi Games , India’s premier online gaming network, has been revolutionizing the industry since 2014 with cutting-edge platforms like PokerBaazi , CardBaazi , and SportsBaazi . With over 12 million users, Baazi Games is a tech-driven powerhouse, blending innovation with real- money gaming. We are currently hiring for a Quality Assurance Analyst (QA) to support and elevate customer experience standards across our platforms. This role is a great fit for someone passionate about performance analysis, process improvement, and driving excellence in customer-facing interactions. What will you get to do here? Evaluate and monitor inbound/outbound calls, chats, and emails to ensure compliance with policies, technical accuracy, and overall quality standards. Identify violations of rules, regulations, and procedures and recommend appropriate corrective actions. Conduct daily audits and publish quality scores to respective teams. Collaborate across teams to close the feedback loop and enhance associate performance. Prepare and publish daily dashboards, reports, and trend analyses using statistical methods. Identify root causes of errors and proactively suggest process improvements to enhance efficiency, quality, and customer experience. Conduct CSAT analysis and quality audits to bridge process gaps and improve satisfaction scores. Facilitate regular calibration sessions with Quality, Operations, and Training teams. Highlight areas of improvement through Training Needs Identification (TNI) and Behavioral Quality Metrics (BQM). Deliver training on quality parameters during New Hire Training (NHT) and onboarding phases. Provide ongoing coaching and mentoring to associates on organizational quality expectations. Initiate live audits, dip checks, and process update huddles to ensure real-time compliance. Support in organizing quality-focused engagement activities and maintaining audit trails. What qualities are we looking for? We’re looking for a detail-oriented, data-savvy, and quality-driven professional who thrives in a performance-focused ecosystem. Graduate in any discipline; familiarity with 7QC, CSAT, Hygiene Audits, and root cause analysis is preferred. 2–5 years of experience in business operations, BPO, or quality assurance functions. Proficiency in English – both written and verbal. Strong command of MS Office (especially Excel), Outlook, and report generation tools. Analytical mindset with an ability to interpret large datasets and extract actionable insights. Good grasp of feedback techniques and performance coaching. Comfortable working in fast-paced, ambiguous situations with strong decision-making aptitude. What Makes You a True Baazigar? A True Baazigar is more than a quality checker — you're a champion of excellence. You believe in raising the bar, questioning the norm, and making every interaction count. You own your role, coach with empathy, and bring structure to ambiguity. You don’t just find faults—you find solutions. Perks of Being a Baazigar All in at Baazi Games – Here’s what you get: Competitive salary and career growth opportunities Flexible work timings with a Hybrid Work Policy Instant Recognition Programs and Achiever’s Awards Learning & Development reimbursements up to 10% of your CTC Flexi Benefits and customizable perks Farmhouse Workstation with a pet-friendly office Full ownership and autonomy from Day 1 Inclusive Maternity and Paternity Benefits