Quality Analyst (QA)

As a Quality Analyst in the BPO industry, you will be responsible for monitoring and evaluating inbound and outbound calls to ensure the quality of service provided by call center agents. Your key responsibilities will include developing and maintaining quality assessment criteria and standards in alignment with company policies and customer expectations. You will provide constructive feedback and coaching to agents based on evaluation results to foster a culture of continuous improvement. Additionally, you will analyze call data and performance metrics to identify trends and areas for improvement. It will be your duty to prepare and present regular reports on call quality and agent performance to the management team. Collaboration with training teams to develop and implement training programs based on quality findings will also be a part of your role. This is a full-time, permanent position located in Ambattur, Chennai, Tamil Nadu. The salary for this position will be based on your experience. The ideal candidate should have a Bachelor's degree and be able to reliably commute to the workplace. The working schedule includes day shifts and morning shifts. For further details and application, please contact Vikaram HR at +91 73056 13334. The application deadline for this position is 03/06/2025.,