Quality Analyst

Job Title: Quality Analyst Customer Support (BPO)

Process: Apollo 24*7

Location: Noida, Sector 58

Company: Reboot XP

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Job Summary:

We are looking for an experienced Quality Analyst (QA) to monitor and evaluate customer interactions in the Apollo 24*7 Customer Support process. The role involves ensuring adherence to quality standards, providing actionable feedback, and driving performance improvements to deliver excellent customer experience.

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Key Responsibilities:

Monitor, audit, and evaluate inbound and outbound calls, chat, and email interactions.

Ensure compliance with company policies, process guidelines, and quality benchmarks.

Identify gaps in communication, process knowledge, and customer handling.

Provide constructive feedback, coaching, and guidance to agents for performance improvement.

Maintain and update quality monitoring reports, dashboards, and MIS.

Collaborate with trainers and team leaders to design improvement plans.

Conduct regular calibration sessions with stakeholders to align on quality parameters.

Support in achieving CSAT, FCR, and NPS targets by enhancing quality standards.

Recommend process improvements to enhance efficiency and customer satisfaction.

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Key Skills & Competencies:

Strong knowledge of BPO quality frameworks and customer support metrics.

Excellent communication, listening, and analytical skills.

Ability to provide actionable feedback and coach team members.

Detail-oriented with strong problem-solving ability.

Good knowledge of MS Excel, reporting, and QA tools.

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Requirements:

Graduate (mandatory).

Minimum 1–2 years of on-paper experience as a Quality Analyst in a BPO/customer support process.

Experience in healthcare or customer support domain preferred.

Flexible to work in rotational shifts.

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Benefits:

Competitive salary with performance-based incentives.

Growth opportunities within the organization.

Exposure to healthcare domain processes.