Quality Analyst- International BPO

Job Description

Job Summary: We are seeking a detail-oriented and analytical Quality Analyst to monitor and assess the quality of interactions between our customer service representatives and clients. The QA will ensure adherence to company policies, standard operating procedures (SOPs), and client requirements. This role involves auditing calls/chats/emails, providing feedback, identifying training needs, and driving continuous improvement in service delivery. Key Responsibilities: Monitor and evaluate voice/non-voice interactions (calls, chats, emails) to ensure service standards are met. Conduct regular audits using defined quality parameters and scorecards. Provide constructive feedback to agents and team leads to improve customer experience and performance. Analyze quality trends and recommend process improvements or training interventions. Collaborate with operations, training, and compliance teams to drive quality initiatives. Document QA findings, maintain audit records, and generate periodic reports. Participate in calibration sessions with internal teams and clients to ensure uniformity in scoring. Support new hire evaluations and process rollouts with quality guidance. Qualifications & Skills: Bachelor’s degree or equivalent experience. 3–5 years of experience in a BPO/Call Center QA role. Strong knowledge of customer service principles and BPO workflows. Excellent communication skills (written and verbal). Good listening, analytical, and problem-solving skills. Proficiency in MS Office (especially Excel) and QA tools (e.g., NICE, Verint, Calabrio). Ability to multitask, work independently, and meet deadlines. Preferred Skills: Exposure to Six Sigma or other quality frameworks is a plus. Experience in both voice and non-voice processes. Knowledge of CRM platforms (e.g., Salesforce, Zendesk) is an advantage. Key Metrics to be Evaluated On: Audit Accuracy & Volume Feedback Effectiveness Process Improvement Initiatives Calibration Scores Agent Performance Impact Job Types: Full-time, Permanent Pay: ₹20,000.00 - ₹25,000.00 per month Benefits: Commuter assistance Food provided Provident Fund Schedule: Night shift Language: English (Preferred) Work Location: In person Expected Start Date: 01/08/2025