QUALITY ANALYST BPO

Company Overview

iEnergizer is a renowned leader in the Business Process Outsourcing sector, providing exceptional customer management solutions. The company partners with clients to enhance their market presence through comprehensive life-cycle customer support services, including sales, customer care, technical support, and back-office services. iEnergizer caters to a wide range of industries with services tailored to Fortune 500 companies, focusing on excellent service delivery, cost efficiency, and an exemplary customer experience.

Job Overview

This is a full-time junior-level position for a Quality Analyst within our BPO division, based in New Delhi, Noida, Ghaziabad, or Faridabad. The role offers a salary of up to 32,000 INR CTC per month. We are seeking candidates with 1 to 3 years of experience in quality analysis, particularly those who have a background working in the BPO industry. The successful candidate will play a crucial part in maintaining high-quality standards in our call and back-office services.

Key Responsibilities

• Monitor live and recorded calls, chats, or emails to evaluate agent performance.
• Provide detailed feedback to agents on quality scores and areas of improvement.
• Maintain and analyze QA reports to track performance trends.
• Conduct quality audits and share regular MIS and dashboards with management.
• Collaborate with team leaders and trainers to drive performance improvements.
• Assist in the development and implementation of quality standards and processes.
• Provide refresher sessions to agents based on error trends and quality gaps.
• Participate in client calibration sessions and internal reviews.

Required Skills & Qualifications

• Bachelor’s degree in any discipline.
• 1–3 years of experience in a quality analyst role (preferably in a domestic voice process).
• Good command of Hindi and English (verbal and written).
• Strong listening, analytical, and communication skills.
• Proficient in MS Excel, Word, and call auditing tools.
• Ability to work independently and as part of a team.
• Detail-oriented with strong documentation and reporting skills.

Preferred Attributes

• Exposure to quality improvement techniques is a plus.