Quality Analyst (BPO )

Job Description

Key Responsibilities

• Monitor and evaluate inbound/outbound calls, chats, and emails to ensure quality, accuracy, and compliance with company policies.
• Provide detailed and constructive feedback to agents and team leaders to drive performance improvement.
• Conduct regular calibration sessions with the quality and operations teams to ensure scoring consistency.
• Identify training needs and recommend coaching or refresher sessions.
• Maintain and update quality monitoring forms, scorecards, and audit reports.
• Analyze trends and prepare quality performance reports and dashboards.
• Participate in process improvement initiatives to enhance customer experience.
• Ensure compliance with client and company quality standards, data privacy, and regulatory requirements.

Required Skills & Qualifications

• Qualification - Graduation
• Experience - 1 year - 3 years
• Languages - English, Hindi, Marathi, Tamil, Kannada, Malayalam & Telugu (At lest one Reginal language is mandatory)
• Strong knowledge of quality monitoring tools and methodologies (e.g., QA scorecards, Six Sigma concepts)
• Excellent communication, analytical, and interpersonal skills.
• Ability to provide constructive feedback and manage conflict positively.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Attention to detail and strong documentation skills.

Key Performance Indicators (KPIs)

• Audit accuracy rate
• Agent compliance and error reduction
• Improvement in customer satisfaction (CSAT/NPS)
• Timeliness of feedback and reporting
• Calibration alignme

Other Details

• Shift - 9am - 6pm
• Salary - 30000k CTC
• Working Days - 6 Days
• Week Off - Rotational Week off
• Location - Baner Pune
• Company Name - Calling24o7 BPO Services Pvt Ltd

Contact Person - Sanjyot Sawantwadkar 7666221456

• Outsourcing and Offshoring Consulting

Full-time