Quality Analyst

Quality Analyst (QA)

Location

Job Type

Employment Type:

Eligibility Criteria:

12th Pass or Graduate in any discipline from a recognized institution

Minimum 1 year of experience in quality auditing within BPO/chat support

Proficient in written and spoken English, Hindi or any of the regional languages

Must successfully clear internal language and communication assessments

Familiarity with QA scorecards, CRM tools, and chat platforms

Strong analytical and observation skills, attention to details

Key Responsibilities:

Monitor live and recorded interactions to evaluate performance against quality parameters

Provide actionable and constructive feedback to agents and team leaders

Identify patterns, errors, and areas for process improvement

Maintain updated QA scorecards and ensure timely documentation of audits

Prepare QA performance reports, trend analysis, and RCA

Collaborate with trainers and team leaders to address performance gaps

Participate in internal and external calibration sessions

Skills Required:

Detail-oriented with strong analytical abilities

Excellent communication and documentation skills

Sound knowledge of CSAT, SLA, and other customer service KPIs

Ability to work independently in a fast-paced environment