Quality Analyst

Only candidates with a BPO / Customer Service / Customer care / Call Centre / Non-IT background in Quality Analyst or Quality Auditor role for call monitoring are encouraged to apply.

Please note that this position is NOT related to IT automation or QA roles in IT field.

Apply for this job application through the below link:

https://forms.gle/wLYdH8tYkMDDHvzBA

Position: BPO Quality Analyst – Call Monitoring

Location: Mira-Bhayandar

We are looking for a dedicated and detail-oriented Quality Analyst to join our call center team in Mira-Bhayandar. In this role, you will be responsible for monitoring customer interactions, evaluating call quality, providing constructive feedback to agents, conducting training sessions, and helping drive continuous improvement in customer experience.

Key Responsibilities:

• Monitor and evaluate live and recorded calls to ensure compliance with quality standards and customer experience benchmarks.

• Share timely, actionable feedback with agents to drive individual and team performance.

• Conduct regular Call Gauges and calibration sessions with team leaders to align quality expectations.

• Identify patterns, gaps, and training needs through root cause analysis and quality scoring trends.

• Collaborate closely with operations and training teams to improve agent skills and enhance customer satisfaction.

• Conduct refresher training, soft skills coaching, and floor support sessions based on quality insights.

• Maintain updated quality guidelines, scorecards, and SOPs aligned with client requirements.

• Participate in review meetings with internal stakeholders and clients to report on quality metrics.

• Stay current on BPO and customer service trends to continually enhance quality assurance processes.

Qualifications:

• Minimum 1 year or above of experience in a BPO Quality Analyst role (Call Monitoring or Quality Assurance).

• Minimum qualification is HSC (12th) or above such as Bachelor’s degree in any discipline.

• Preferred: Experience in healthcare BPO processes.

• Strong understanding of call quality parameters, customer satisfaction metrics, and call calibration methods.

• Excellent communication and interpersonal skills with a knack for delivering constructive feedback.

• Proficiency in Excel, QA dashboards, and quality management tools.

• Strong problem-solving skills and the ability to work independently as well as part of a team.

• Certification in Six Sigma, COPC, or any quality framework is an added advantage.

If you’re passionate about improving customer service, enjoy mentoring teams, and want to be a part of a growing and dynamic organization, this role is for you. Be a key driver of quality excellence in our call center operations.

Apply now and grow with us!