Quality Analyst – BPO

Key Responsibilities

• Monitor and evaluate customer calls, chats, and other customer interactions.
• Conduct quality audits using defined quality parameters and scorecards.
• Identify errors, process gaps, and areas requiring improvement.
• Perform RCA (Root Cause Analysis) for recurring quality and performance issues.
• Conduct ACPT activities and track identified gaps through to closure.
• Provide constructive feedback and coaching to customer service executives.
• Prepare daily, weekly, and monthly quality reports and MIS.
• Track quality scores, KPIs, SLAs, and process performance.
• Conduct calibration sessions with Operations and Quality teams.
• Identify recurring defects and recommend corrective and preventive actions.
• Ensure adherence to SOPs, company policies, process guidelines, and compliance requirements.
• Maintain quality audit records and follow up on improvement action plans.
• Support process improvement and customer experience initiatives.

Required Qualifications and Skills

• Graduate in any discipline.
• 1–3 years of experience as a Quality Analyst in BPO / Customer Service / Call Centre.
• Experience in voice or blended processes preferred.
• Good knowledge of quality auditing and monitoring.
• Strong understanding of RCA and process improvement.
• Knowledge of ACPT and quality tracking.
• Good communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Good knowledge of MS Excel and MIS reporting.
• Ability to work with Operations and Quality teams.

Key Skills

Quality Analysis | BPO | Quality Auditing | Call Monitoring | RCA | ACPT | KPI | SLA | Process Compliance | MIS Reporting | MS Excel | Customer Service | Process Improvement | Coaching & Feedback

Pay: ₹380,000.00 - ₹420,000.00 per year

Benefits:

• Health insurance
• Provident Fund

Work Location: In person