Quality Analyst (QA)

Role Overview

We are looking for a Quality Analyst (QA) to monitor and evaluate customer interactions in our BPO process. The QA will ensure that every call/chat meets company standards for quality, compliance, and customer satisfaction, while providing feedback and coaching to agents for continuous improvement.

Key Responsibilities

• Monitor and evaluate inbound/outbound calls, chats, and emails for quality and compliance.
• Identify gaps in customer service and provide actionable feedback to agents.
• Develop and update quality monitoring forms, scorecards, and reports.
• Conduct regular calibration sessions with team leaders and managers to ensure consistency.
• Share insights with management to improve training and process efficiency.
• Ensure adherence to policies, compliance requirements, and client expectations.
• Maintain accurate quality records and dashboards.

Required Skills & Experience

• Graduate in any discipline.
• 1–3 years of experience as a Quality Analyst in a BPO/Contact Centre.
• Strong knowledge of quality monitoring tools and methodologies.
• Excellent listening, analytical, and report-writing skills.
• Good communication and interpersonal skills to deliver feedback effectively.
• Ability to work in a fast-paced environment and manage multiple tasks.

Nice-to-Have Skills

• Familiarity with CRM tools, call monitoring software, or speech analytics platforms.
• Knowledge of customer experience metrics (CSAT, NPS, FCR, etc.).
• Experience in voice and non-voice processes.

What We Offer

• Competitive salary package
• Growth and career development opportunities
• Friendly and collaborative work environment

Job Type: Full-time

Pay: ₹10,000.00 - ₹40,000.00 per month

Work Location: In person