Quality Analyst

Ø Roles and Responsibilities

· To identify 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.

Ø Desired Candidate Profile

· Candidates should have minimum a year of experience as a QA in Lead Generation Process.

· Quality Experience on paper is mandatory.

· Experience in Outsourcing (BPO, KPO, LPO, RPO, ETC) industry is mandatory.

Job Type: Full-time

Pay: ₹35,000.00 - ₹40,000.00 per month

Application Question(s):

• How many years of experience do you have as a Quality Analyst in a BPO or call center environment?
• Which processes have you audited – inbound, outbound, chat, email, or blended?
• Do you have experience preparing quality reports and presenting trends or improvement plans?
• Have you conducted refresher trainings or coaching sessions for performance improvement?
• How do you handle situations where an agent disagrees with your quality score or feedback?
• Are you available to work night shifts from 8 PM to 6 AM IST?

Work Location: In person