Quality Analyst

Job Title: Quality Analyst – Customer Service (Auditor)

Department: Quality Assurance

Reports To: Quality Manager / Quality Lead

Location: Pune Baner

Employment Type: Full-time

Job Summary: The Quality Analyst (Customer Service Auditor) is responsible for monitoring, evaluating, and improving the quality of customer interactions handled by the customer service team. The role ensures adherence to process standards, identifies gaps in service delivery, and provides actionable insights to enhance the overall customer experience and team performance.

Key Responsibilities:

1. Quality Monitoring & Evaluation

 Conduct audits of inbound and outbound customer interactions (calls, chats, emails, etc.) against defined quality parameters.

 Ensure accurate scoring and unbiased assessment based on QA scorecards.

 Identify communication, process, and compliance gaps in interactions.

 Maintain daily/weekly/monthly audit targets as defined by the Quality team.

2. Feedback & Coaching Support

 Share detailed feedback with agents and team leaders to drive performance improvement.

 Highlight top errors, best practices, and coaching opportunities.

 Participate in calibration sessions with Quality, Training, and Operations teams to ensure consistency in evaluation standards.

3. Reporting & Analysis

 Prepare daily, weekly, and monthly quality reports and dashboards.

 Analyze audit findings to identify recurring issues, trends, and improvement areas.

 Provide actionable insights and recommendations to stakeholders for process enhancement.

4. Process & Compliance

 Ensure adherence to company policies, compliance guidelines, and customer data protection standards.

 Support creation and regular updates of QA checklists and evaluation forms.

 Contribute to process improvement initiatives by identifying training and policy gaps.

5. Collaboration & Continuous Improvement

 Partner with Operations, Training, and Product teams to improve customer experience.

 Participate in root cause analysis (RCA) of escalations or critical errors.

 Support initiatives that drive customer satisfaction, accuracy, and efficiency.

Key Skills & Competencies:

 Strong analytical and observation skills.

 Excellent verbal and written communication.

 Attention to detail and ability to identify patterns or trends.

 Sound understanding of customer service KPIs and metrics.

 Proficiency in MS Excel / Google Sheets and QA tools or CRM systems.

 Ability to provide constructive feedback in a clear and professional manner.

 Time management and ability to multitask under deadlines.

Educational Qualifications:

 Bachelor’s degree in any discipline (preferred: Business, Communication, or related field).

 Certification in Quality or Six Sigma (added advantage).

Experience Required:

 1–3 years of experience as a Quality Analyst / Auditor in a Customer Service, BPO, or Contact Center environment.

 Experience in both voice and non-voice audits preferred.

Performance Metrics:

 Audit accuracy and productivity.

 Quality improvement trend in team performance.

 Timeliness and effectiveness of feedback shared.

 Participation in calibrations and RCA activities.

sanobar.s@myfrido.com