Quality Analyst (QA)

Job Title: Quality Analyst – BPO Process

Location: [Add Location, e.g., HSR Layout, Bangalore]
Experience: 1 – 2 years
Industry: BPO / ITES

Job Description:
We are looking for a dedicated and analytical Quality Analyst with experience in the BPO industry. The candidate will be responsible for monitoring calls, evaluating agent performance, and ensuring adherence to quality standards and client expectations.

Key Responsibilities:

• Monitor inbound and outbound calls/chats to evaluate performance and compliance.
• Identify training needs and provide constructive feedback to agents.
• Prepare and maintain quality reports and performance dashboards.
• Collaborate with the training and operations team to enhance quality metrics.
• Conduct audits and ensure process accuracy and consistency.
• Recommend process improvements based on analysis and observations.

Requirements:

• 1–2 years of experience as a Quality Analyst in a BPO setup.
• Strong understanding of quality monitoring tools and call evaluation methods.
• Excellent communication and analytical skills.
• Proficient in MS Excel and reporting.
• Willingness to work in rotational shifts if required.

Salary: As per market standards
Joining: Immediate joiners preferred

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Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹28,000.00 per month

Benefits:

• Provident Fund

Expected Start Date: 30/10/2025