Quality Analyst

Job Description

Roles and Responsibilities To identify the training/mentoring needs of the team members and provide the same to the Manager. To give need-based mentoring and feedback inputs to the process floors, and undertake quality-based floor initiatives, resulting in continuous improvement in performance and quality. Coaching the agents according to the observations made while monitoring Job Types: Full-time, Permanent Pay: ₹35,000.00 - ₹40,000.00 per month Schedule: Fixed shift Monday to Friday Night shift US shift Application Question(s): How many years of experience do you have as a Quality Analyst in a BPO or call center environment? What tools or platforms have you used for quality monitoring and feedback (e.g., NICE, Verint, Excel, CRM tools)? Have you conducted refresher trainings or coaching sessions for performance improvement? Are you available to work night shifts from 8 PM to 6 AM IST? Do you have experience working closely with operations or training teams to improve overall quality? Do you have experience preparing quality reports and presenting trends or improvement plans? Work Location: In person