Quality Analyst

Department: Quality

Location: D-16, Koel Nagar, Rourkela, Landmark: Near Canara Bank

Reporting To: Manager

Employment Type: Full-time

Job Purpose:

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of calls and customer interactions across Customer Support, Collections, and Sales processes. The role ensures adherence to company policies, process compliance, customer experience standards, and regulatory guidelines. The QA will provide actionable insights, conduct audits, and work closely with team leaders and management to drive continuous improvement.

Key Responsibilities:1. Call Monitoring & Evaluation

· Conduct regular call audits for Customer Support, Collections, and Sales teams.

· Assess agent performance based on quality parameters, compliance, and communication standards.

· Score calls and maintain detailed evaluation reports.

2. Quality Assurance & Compliance

· Ensure adherence to process guidelines, scripts, and regulatory requirements.

· Identify non-compliance cases and share corrective actions.

· Recommend process improvements to enhance customer experience and reduce errors.

3. Feedback & Coaching

· Provide constructive feedback to agents on performance gaps.

· Coordinate with Team Leaders for coaching sessions and improvement plans.

· Conduct refresher training sessions when required.

4. Reporting & Documentation

· Prepare daily, weekly, and monthly quality reports.

· Track quality scores, trends, common errors, and improvement areas.

· Maintain quality records, audit sheets, and compliance documentation.

5. Cross-Functional Coordination

· Collaborate with Operations, Training, and HR teams to maintain quality standards.

· Participate in calibration sessions to align scoring metrics across stakeholders.

· Support process updates by sharing customer insights and quality findings.

Required Skills & Qualifications:

· Bachelor’s degree in any discipline.

· Minimum 1–3 years’ experience as a Quality Analyst.

· Strong understanding of voice processes, quality parameters, and call evaluation frameworks.

· Excellent communication, listening, and analytical skills.

· Proficient in MS Excel, call auditing tools, and QA dashboards.

· Ability to identify root causes and suggest improvement strategies.

Key Competencies:

· Attention to detail

· Problem-solving and analytical thinking

· Coaching and feedback skills

· Time management and multitasking

· Process-oriented mindset

· Customer-first approach

Contact Person: (HR Team)

Monalisha Swain - 6370884664
Shayan Azmi - 7853904264

Job Types: Full-time, Permanent

Benefits:

• Health insurance
• Provident Fund

Work Location: In person