Quality Analyst

Key Responsibilities:·  Monitor and evaluate inbound and outbound calls to assess the quality of customer interactions. ·   Ensure telecalling teams are following scripts, communication standards, and compliance guidelines. ·   Provide constructive feedback to team members to enhance communication quality and customer satisfaction. ·  Maintain detailed records of quality scores, feedback reports, and performance metrics. ·   Collaborate with Team Leaders and Training Managers to improve overall call quality and productivity. ·   Prepare and present daily, weekly, and monthly quality reports. ·    Ensure adherence to company policies, data protection, and customer service protocols. ·     Participate in calibration sessions to align quality standards across the team. Required Skills & Qualifications:·   Minimum 6 months of experience as a Quality Analyst in a BPO, call centre, or telecalling process. ·   Strong listening, analytical, and evaluation skills. ·    Good understanding of quality monitoring tools, call evaluation forms, and feedback processes. ·   Good communication (verbal and written) and interpersonal skills. ·  Basic proficiency in MS Excel and report generation. ·  Strong attention to detail, with the ability to identify patterns and improvement areas. Educational Qualification:Bachelor’s Degree/Diploma /Certification in any field.