Quality Analyst for BPO

A Quality Analyst is responsible for ensuring that the service and processes of an organization meet specified Quality standards. You will be developing and implementing Quality Control Procedures, auditing calls, and conducting complete analysis of service requests. Providing One-O-One Feedback with agents based on audits, you will work with the team to develop the overall process improvement strategy and quality plan. Highlighting issues as per the quality parameters and sharing daily reports and Quality Scores with the team will be part of your responsibilities. You will also participate in internal and external calibration sessions with Quality/Operations to ensure quality standards are met. The ideal candidate for this role should have excellent communication skills in Bengali (both written and verbal) as a foremost priority. Prior experience in BPO voice process and fair writing and communication skills in English are desirable qualifications. Requirements for this role include a strong attention to detail, experience with Quality control methodologies, and excellent analytical and problem-solving skills. This is a Full-time job with a day shift schedule. The preferred age limit for this position is between 18 to 30 years. The minimum qualification criteria include being a Graduate and flexible to work in the General Shift. Joining immediately is preferred. The job location is Kolkata, West Bengal, so reliable commute or planning to relocate before starting work is required. A total of 2 years of work experience is preferred for this role. Bachelor's degree is preferred for education qualification.,