Quality Analyst in BPO

Job Summary:

We are looking for a detail-oriented Quality Analyst (QA) with 1 year of experience in a BPO environment to monitor, evaluate, and improve the quality of customer interactions. The QA will ensure compliance with company standards, client requirements, and process guidelines while supporting continuous improvement initiatives.

Key Responsibilities:

• Monitor and evaluate customer interactions (calls, chats, emails) for quality and compliance
• Provide constructive feedback to agents to improve performance and service quality
• Prepare and share quality reports, scorecards, and trend analysis
• Identify process gaps and recommend corrective actions
• Conduct calibration sessions with operations and training teams
• Support new hire nesting and ongoing quality coaching
• Ensure adherence to SOPs, SLAs, and client requirements
• Participate in internal audits and quality improvement initiatives

Required Skills & Qualifications:

• Minimum 1 year of experience as a Quality Analyst in a BPO
• Strong knowledge of QA frameworks, call monitoring, and scoring methodologies
• Excellent communication and interpersonal skills
• Good analytical and problem-solving abilities
• Proficiency in MS Excel, Word, and reporting tools
• Ability to provide unbiased and actionable feedback
• Familiarity with customer service metrics (AHT, CSAT, FCR, etc.)

Preferred Qualifications:

• Experience in Voice/Non-Voice/Chat processes
• Knowledge of Six Sigma or COPC standards (added advantage)
• Experience working with international clients

Key Competencies:

• Attention to detail
• Process-oriented mindset
• Time management and multitasking
• Team collaboration

Benefits:

• Competitive salary
• Performance-based incentives
• Career growth opportunities
• Training and skill development

Job Type: Full-time

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person