Quality Analyst Gujarati

Job Description

Job Title: Quality Analyst (Gujarati) Location: Sector 3, Noida Employment Type: Full-Time, Permanent Job Summary: We are seeking a detail-oriented and analytical Quality Analyst for our BPO operations. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure high service standards. The role involves assessing call recordings, chat/email responses, and providing constructive feedback to enhance agent performance. Key Responsibilities: Monitor and evaluate customer interactions (calls, emails, chats) to ensure adherence to quality standards. Identify process gaps, suggest improvements, and implement quality enhancement initiatives. Provide detailed feedback and coaching to agents to improve their performance and customer experience. Develop and maintain quality assurance reports and documentation. Ensure compliance with company policies, industry regulations, and client requirements. Conduct regular calibration sessions with the operations and training team to maintain consistency in quality evaluation. Identify training needs based on quality audits and work with the training team to develop improvement programs. Analyze trends from quality reports and recommend actionable insights to enhance overall customer service performance. Work closely with team leaders and management to drive performance improvements. Stay updated with industry best practices and integrate them into quality control processes. Requirements: Bachelor's degree or equivalent experience in a related field. 1-3 years of experience in a Quality Analyst role within a BPO environment. Strong analytical, problem-solving, and observational skills. Excellent verbal and written communication skills. Proficiency in using quality monitoring tools and MS Office applications. Ability to work independently and collaboratively in a fast-paced environment. Attention to detail and ability to handle multiple tasks simultaneously. Job Types: Full-time, Permanent, Fresher Pay: ₹20,000.00 - ₹30,000.00 per month Benefits: Health insurance Paid sick time Provident Fund Schedule: Day shift Morning shift Supplemental Pay: Performance bonus Yearly bonus Experience: Quality assurance: 1 year (Preferred) BPO: 1 year (Required) Language: English (Required) Gujarati (Required) Location: Noida, Uttar Pradesh (Required) Work Location: In person