Quality Analyst

Location: Lucknow

Job Type: Work from Office

Employment Type: Full-Time

Shift: Fixed Shift

Eligibility Criteria:

· 12th Pass or Graduate in any discipline from a recognized institution

· Minimum 1 year of experience in quality auditing within BPO/chat support

· Proficient in written and spoken English, Hindi or any of the regional languages

· Must successfully clear internal language and communication assessments

· Familiarity with QA scorecards, CRM tools, and chat platforms

· Strong analytical and observation skills, attention to details

Key Responsibilities:

· Monitor live and recorded interactions to evaluate performance against quality parameters

· Provide actionable and constructive feedback to agents and team leaders

· Identify patterns, errors, and areas for process improvement

· Maintain updated QA scorecards and ensure timely documentation of audits

· Prepare QA performance reports, trend analysis, and RCA

· Collaborate with trainers and team leaders to address performance gaps

· Participate in internal and external calibration sessions

Skills Required:

· Detail-oriented with strong analytical abilities

· Excellent communication and documentation skills

· Sound knowledge of CSAT, SLA, and other customer service KPIs

· Ability to work independently in a fast-paced environment

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

• Health insurance
• Paid time off

Schedule:

• Day shift
• Fixed shift
• Morning shift

Language:

• English (Required)

Work Location: In person