Quality Analyst Executive (BPO)

Know your role at TruKKer.

Role Overview:

We are seeking a skilled and detail-oriented Quality Analyst from the BPO sector who specializes in call audits, performance scoring, and process improvement. The ideal candidate will be responsible for monitoring customer interactions, evaluating performance against quality standards, and ensuring agents adhere to business and communication protocols.Key

Responsibilities:

• Perform daily call audits to evaluate agent performance based on pre-defined audit parameters.
• Ensure adherence to communication scripts, process guidelines, and customer handling protocols.
• Assess and assign quality scores for each call, based on accuracy, empathy, product knowledge, and resolution.
• Validate that agents confirm and document customer details accurately during interactions.
• Categorize and document audit findings under Critical, Non-Critical, and Business Critical errors.
• Provide constructive feedback to team leads and agents to drive performance improvements.
• Work closely with Training and Operations teams to calibrate quality parameters.
• Analyze QA reports and identify process gaps or improvement areas.
• Maintain thorough documentation of audits and feedback logs.
• Participate in root cause analysis for repeated quality issues and drive corrective actions.

Requirements:

• Bachelors degree in English or any given field.
• Proven experience in quality control or quality Analyst.
• Strong knowledge of quality control standards, tools, and methodologies (e.g., Six Sigma, 5S, ISO).
• Proficient in using QC tools like checklists, control charts, inspection reports.
• Excellent analytical and problem-solving skills.
• Strong communication and documentation abilities.

Preferred Qualifications:

• Bachelor's degree in any discipline.
• 1+ years of experience as a Quality Analyst in a BPO / Call Center environment.
• Strong understanding of call audit processes, quality monitoring, and scoring.
• Hands-on experience with audit forms, feedback documentation, and compliance monitoring.
• Familiarity with CRM systems .
• Excellent verbal and written communication skills.
• Proficient in MS Excel and QA reporting.

Key Competencies:

• Attention to detail
• Strong analytical and evaluation skills
• Process adherence and policy enforcement
• Coaching and feedback delivery
• Ability to work under pressure and meet tight deadlines
• High integrity and data confidentiality

Why Join Us?

• Cutting-edge technology stack and exciting projects.
• Collaborative work culture with opportunities for learning and growth.
• Competitive salary and benefits package.

Opportunity to work with a high-performance team in a fast-growing company.

If you are passionate about building scalable applications and solving complex challenges,

wed love to hear from you! 7/•.'