Quality Analyst

Location:

Employment Type:

About the Role

Quality Analyst (QA)

Key Responsibilities

• Conduct QA evaluations for calls, chats, emails, or backend transactions as per defined quality parameters.
• Monitor agent performance, identify compliance gaps, and provide quality insights.
• Perform audits using QC/QA tools and maintain accurate evaluation records.
• Provide constructive feedback and coaching support to drive performance improvement.
• Identify process gaps, trends, and improvement opportunities in ecommerce operations.
• Collaborate with training & operations teams to ensure quality consistency.
• Prepare daily/weekly/monthly quality reports and dashboards.
• Ensure adherence to SOPs, quality guidelines, and client expectations.
• Participate in calibration sessions with internal teams and clients to maintain scoring consistency.

Required Skills & Qualifications

• Graduate/Undergraduate with relevant QA experience.

• Experience in international BPO/ecommerce processes

  is mandatory.
• Excellent Communication.
• Strong understanding of QA frameworks, audit procedures, and quality metrics.
• Hands-on experience with

  QC tools / QA evaluation platforms

  .
• Excellent verbal and written communication skills.
• Strong analytical, reporting, and problemsolving abilities.
• Ability to work in

  24/7 rotational shifts

  , including weekends if required.
• Good knowledge of MS Office (Excel, Word, PowerPoint).

Preferred Skills

• Experience in ecommerce quality auditing (order management, returns, customer service, seller support, etc.).
• Exposure to global customer experience standards.
• Ability to handle highvolume audits with accuracy and attention to detail.

Contact details

Please share your Resume to ramya.ramya1@ teleperformancedibs.com

PH No: 8050980644

Best Regards

Ramya V