Quality Analyst- QA

As a Quality Analyst (QA) based in Gorakhpur, your role will involve monitoring live and recorded interactions to assess performance against quality parameters. You will provide actionable feedback to agents and team leaders, identifying patterns, errors, and areas for process improvement. It is essential to maintain updated QA scorecards, prepare performance reports, and collaborate with trainers and team leaders to address performance gaps. Additionally, you will participate in internal and external calibration sessions. Key Responsibilities: - Monitor live and recorded interactions to evaluate performance - Provide actionable feedback to agents and team leaders - Identify patterns, errors, and areas for process improvement - Maintain updated QA scorecards and document audits - Prepare QA performance reports, trend analysis, and Root Cause Analysis (RCA) - Collaborate with trainers and team leaders to address performance gaps - Participate in internal and external calibration sessions Qualification Required: - 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 regional languages - Familiarity with QA scorecards, CRM tools, and chat platforms - Strong analytical and observation skills with attention to detail - Must successfully clear internal language and communication assessments In this full-time, permanent role, you will need to be detail-oriented with strong analytical abilities, possess excellent communication and documentation skills, and have a sound knowledge of CSAT, SLA, and other customer service KPIs. You should be able to work independently in a fast-paced environment. Please note that the job requires in-person work at the specified location in Gorakhpur.,