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Quality Analyst

Growing Stars Consulting Private Limited

2 - 8 years

3 - 5 Lacs

Faridabad Haryana India

Posted:5 days ago| Platform:

Apply

Skills Required

service analyze duration calibration audit checks analysis reports excel communication audits management crm support retention

Work Mode

On-site

Job Type

Full Time

Job Description

Now Hiring: Quality Analyst – BPO Operations | Location: Gurugram (Onsite)

Job Title:

Quality Analyst

Work Location:

Gurugram (Onsite)

Education

Minimum qualification: Graduate

Experience

2 to 8 years of total work experience
Minimum 2 years of experience as a Quality Analyst in a BPO (on paper) is mandatory

Key Responsibilities

Evaluate live and recorded calls to ensure service quality standards
Monitor and analyze: Team performance and team strength | Call duration and Average Handling Time (AHT)
Provide structured and actionable feedback to agents
Conduct regular call calibration sessions
Maintain daily/weekly audit count logs
Ensure adherence to quality frameworks and feedback mechanisms
Perform DIP checks and maintain accuracy of quality reports
Prepare quality analysis reports using basic Excel

Required Skills

Excellent verbal communication in both Hindi and English
Strong attention to detail and process orientation
Working knowledge of Basic Excel
Experience in call audits, feedback processes, and DIP checks

Skills:- Quality audit, Audit management, Customer Service, Customer Relationship Management (CRM), Customer Support, Customer Success, Customer Retention and Business Process Outsourcing (BPO)

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