Quality Analyst

Job Title:

Location:

Job Summary

Quality Analyst (QA)

Key Responsibilities

• Monitor and audit customer interactions (calls, emails, chats) to ensure quality standards are met.
• Evaluate agent performance based on accuracy, communication, compliance, and customer-handling skills.
• Provide structured feedback and coaching to agents to improve quality and customer satisfaction.
• Identify training needs and coordinate with trainers for refresher or corrective sessions.
• Maintain quality reports, dashboards, scorecards, and call audit summaries.
• Analyze trends in errors, escalations, and customer concerns to recommend process improvements.
  Participate in calibration sessions with operations, clients, and training teams to ensure scoring consistency
• Ensure agents follow SOPs, scripts, compliance norms, and process guidelines.
• Support new process migrations or updates by validating quality readiness.
• Contribute to improving CSAT, FTR, and reducing repeat contacts or quality defects.
  

Required Qualifications & Skills

• 13 years

  of experience as a QA in a Domestic BPO environment.
• Strong communication skills in

  English & Tamil or English & Malayalam.

• Good understanding of quality frameworks, call auditing, and customer-service metrics.
• Ability to analyze data, identify trends, and prepare detailed quality reports.
• Strong listening and problem-solving abilities.
• Proficiency in MS Excel, QA tools, and CRM/telephony systems.
• Ability to provide constructive feedback and conduct coaching sessions.
  

Work Schedule

• Rotational shifts / Week offs (based on process requirement).
• Work from Office –

  Bangalore

  .