Quality Analyst ( BPO)

Job Description

Our Company: We are an independent equities research firm, which provides recommendations to our subscribers about which stocks to buy, sell or hold. Our key goal is to provide investment ideas to clients that enable them to navigate and achieve success in complex markets. Job Responsibilities of a Quality Analyst 1. Call & Interaction Monitoring Monitor inbound and outbound calls, chats, and emails to evaluate agent performance. Assess communication skills, adherence to scripts, and customer handling techniques. Identify gaps and areas of improvement in agent performance. 2. Quality Audits & Reporting Conduct random quality audits on customer interactions. Provide detailed feedback and maintain reports on agent performance. Track KPIs (Key Performance Indicators) such as CSAT (Customer Satisfaction), AHT (Average Handling Time), and FCR (First Call Resolution) . 3. Compliance & Process Adherence Ensure agents comply with company policies, procedures, and regulatory requirements. Identify and report compliance violations to prevent potential risks. 4. Agent Coaching & Training Provide constructive feedback to agents on their performance. Conduct coaching sessions and training programs to improve quality scores. Develop quality guidelines and best practices for customer interactions. 5. Provide Training to the New Hires 6. Data Analysis & Reporting Generate quality scorecards and prepare performance reports. Identify trends, challenges, and areas for process optimization. Share weekly/monthly reports with stakeholders and management. 7. Conduct Call Calibration Session regularly with operations Minimum Twice a month 8 . Collaboration with Other Departments Work closely with the Operations, Training, and HR teams to align quality standards. Participate in calibration sessions to ensure consistent quality evaluation . Skills Required for a QA in a BPO Strong analytical and observational skills Excellent communication and feedback-giving abilities Familiarity with compliance regulations and industry standards Ability to handle large data sets and generate reports Our Company: We are an independent equities research firm, which provides recommendations to our subscribers about which stocks to buy, sell or hold. Our key goal is to provide investment ideas to clients that enable them to navigate and achieve success in complex markets.