Quality Analyst (QA)

As a Quality Analyst in the BPO industry, your role will involve monitoring and evaluating inbound and outbound calls to assess the quality of service provided by call center agents. You will be responsible for developing and maintaining quality assessment criteria and standards in alignment with company policies and customer expectations. Providing constructive feedback and coaching to agents based on evaluation results will be essential to foster a culture of continuous improvement. Your key responsibilities will include: - Monitoring and evaluating inbound and outbound calls - Developing and maintaining quality assessment criteria and standards - Providing feedback and coaching to agents - Analyzing call data and performance metrics - Preparing and presenting regular reports on call quality and agent performance - Collaborating with training teams to develop and implement training programs The company emphasizes the importance of adherence to quality standards and continuous improvement. The role requires effective communication skills and the ability to work collaboratively with other teams. The position is full-time and permanent, with day and morning shifts. If you are interested in this opportunity and meet the qualifications of having a Bachelor's degree, the ability to commute/relocate to Chennai, Tamil Nadu, and work in person, please contact Vikaram HR at +91 73056 13334. The application deadline is 03/06/2025. Thank you for considering this position as a Quality Analyst in the BPO industry.,