Quality Analyst

Job Location: Garchuk
Job Type: Full-time

Job Responsibilities:

• Monitor and evaluate calls/chats/emails to ensure quality standards are met
• Analyze agent performance based on defined QA parameters
• Provide constructive feedback and coaching to improve service quality
• Identify process gaps and suggest improvement areas
• Prepare daily/weekly/monthly quality reports
• Ensure compliance with company policies and client requirements
• Support training and operations teams to improve overall performance
• Participate in calibration sessions with clients and internal teams

Job Requirements:

• 1–3 years of experience as a Quality Analyst or Senior CCE in a BPO
• Strong understanding of QA frameworks, KPIs, and compliance standards
• Excellent communication skills in English (spoken and written)
• Good analytical and reporting skills
• Working knowledge of MS Excel and QA tools

Preferred Candidate Profile:

• Experience in voice and/or non-voice processes
• Attention to detail and strong observation skills
• Ability to handle feedback discussions professionally
• Willingness to work in shifts, if required

Salary & Benefits:

• Salary based on interview
• Performance incentives
• ESI, PF, and other benefits as per company policy

Job Types: Full-time, Permanent

Pay: Up to ₹20,000.00 per month

Benefits:

• Leave encashment
• Paid sick time
• Provident Fund

Work Location: In person