1 - 6 years

3 - 4 Lacs

Jaipur

Posted:2 weeks ago

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Job Description

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

Skills Required

call monitoring call quality call audit feedback quality tools 7qc tools

Work Mode

Work from Office

Job Type

Full Time

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