Quality Analyst

Job Description

Job Title: Quality Analyst International BPO Location: Gurugram, Haryana Salary: Up to 35,000 per month Experience Required: Minimum 2 years (International BPO process) Job Summary: We are seeking a highly motivated and detail-oriented Quality Analyst with a minimum of 2 years of experience in an International BPO environment. The ideal candidate will be responsible for monitoring and evaluating the quality of voice and non-voice interactions, identifying improvement areas, and supporting agents with constructive feedback and training insights. Key Responsibilities: Monitor and evaluate customer interactions across voice channel Conduct quality audits and provide actionable insights to enhance performance Identify process gaps and suggest improvements Maintain and update QA scorecards and performance dashboards Provide regular feedback and coaching to agents for performance improvement Collaborate with Training and Operations teams to develop and implement quality improvement plans Prepare and share weekly/monthly quality reports with stakeholders Ensure adherence to client and organizational quality standards Qualifications & Skills: Minimum 2 years of QA experience in an International BPO (voice) Strong understanding of quality monitoring tools and KPIs Excellent communication and analytical skills Ability to work in a fast-paced environment and handle multiple tasks Experience with CRM tools and QA platforms (preferred) Work Environment & Benefits: Competitive salary up to 35,000 per month Opportunity to work with global clients Supportive and inclusive team environment Career growth and skill development opportunities 6-day fixed working schedule How to Apply: Interested candidates may send their updated resume to [hr@galacticcs.com or Abhinavhr@galacticcs.com]