Quality Analyst BPO

Company Description

At BPO Convergence (BPOC), we partner with enterprises to deliver comprehensive BPM solutions that accelerate time-to-market, drive customer acquisition and retention, optimize costs, enhance rural reach, and enable seamless digital transformation. With 3,000+ employees and a nationwide presence spanning Asansol, Guwahati, Hyderabad, Noida, Delhi NCR, Bangalore, and Bhubaneswar, we cater to enterprises seeking scalable, cost-effective solutions. Our deep domain knowledge, refined best practices, and technology-driven innovation set us apart. As part of the larger Fornax family, we aim to facilitate real business outcomes.

Role Description

This is a full-time on-site role for a Quality Analyst BPO located in Asansol. The Quality Analyst will be responsible for ensuring quality control and quality assurance, performing quality management tasks, analyzing data to improve processes, and communicating findings effectively. The role involves working closely with different departments to ensure customer satisfaction and operational efficiency.

Qualifications

• Quality Control, Quality Assurance, and Quality Management skills
• Strong Analytical Skills
• Excellent Communication skills
• Ability to work on-site in Asansol
• Previous experience in a similar role is beneficial
• Strong attention to detail and problem-solving abilities
• Bachelor's degree in a relevant field is preferred
  

Key Responsibilities

• Monitor and evaluate calls/chats/emails to ensure quality standards.
• Provide feedback and coaching to agents for performance improvement.
• Maintain QA reports and share actionable insights with the operations team.
• Identify process gaps and suggest improvements.
  

Requirements

• Strong analytical and communication skills.
• Experience in voice/non-voice process preferred.
• Good knowledge of quality parameters, call calibration, and scorecards.
  

Perks

Competitive salaryGrowth opportunitiesSupportive team environment📩 Interested candidates can DM me or send your updated resume to saheb.chakraborty@bpoconvergence.com with below details.

Current Location -Current Designation -Current CTC -

Let’s connect if you’re passionate about driving excellence in customer experience!