Quality Analyst

We are looking for a detail-oriented Quality Analyst to conduct quality audits and evaluations to ensure service excellence across customer interactions and operational processes. The role involves quality monitoring, performance analysis, root cause analysis (RCA), coaching, and driving continuous improvement initiatives for the assigned campaign or Line of Business (LOB).

Key Responsibilities

• Conduct quality audits of calls, customer interactions, and transactions
• Perform RCA analysis for CSAT, NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, and Ticket Closures
• Ensure achievement of defined weekly and monthly evaluation targets
• Provide coaching and constructive feedback to teammates for performance improvement
• Prepare and share daily, weekly, and monthly quality performance reports
• Provide audit-based insights for training needs identification and briefings
• Partner with Team Leaders (TLs) to drive improvement in team performance and metrics
• Participate in strategic initiatives and projects for the assigned campaign/LOB
• Identify, isolate, and escalate quality issues as per defined processes
• Report defects and verify corrective actions
• Recommend process and system improvements based on common customer concerns
• Drive quality initiatives, contests, and improvement campaigns
• Stay updated on process knowledge and act as a Subject Matter Expert (SME) for the campaign/LOB
• Perform additional responsibilities as assigned by management

Technical Skills & Qualifications

• Basic understanding of:
• Types of companies
• Promoter holdings
• Adherence to government regulations
• Prior experience in Customer Service (Voice &/or Back Office preferred)
• Minimum 1 year of experience as a Quality Analyst (preferred)
• Basic proficiency in Excel or Google Sheets
• Strong problem-solving skills
• Familiarity with basic quality tools such as:
• Cause-and-effect analysis
• Histograms
• Correlation analysis

Soft Skills & Competencies

• Proficiency in English (C1/C2 preferred)
• Strong customer-centric mindset
• Ability to provide assertive and constructive feedback
• Excellent written and verbal communication skills
• Logical thinking and high attention to detail
• Ability to manage conflicts effectively
• Ability to work with minimal supervision
• Demonstrates initiative and sound judgment
• Ability to handle multiple projects and adapt to change
• Ability to establish and maintain effective working relationships
• Comfortable working with diverse teams
• Strong continuous improvement mindset

Personality Traits

• Demonstrates a clear and structured thought process
• Articulates ideas clearly and confidently
• Exhibits conscientiousness and diligence
• Displays assertiveness and professionalism

Job Type: Full-time

Pay: ₹50,000.00 - ₹500,000.00 per year

Experience:

• Bpo: 1 year (Preferred)

Location:

• Mumbai, Maharashtra (Preferred)

Work Location: In person