Quality Analyst - USA BPO

LOCATION: NOIDA SEC 136

SALARY: 4.80 LAC MAX

SHIFT: NIGHT SHIFT

Role Description

Quality Analyst (QA)

Key Responsibilities:

• Monitor inbound and outbound calls, chat, or email interactions to evaluate agent performance and service quality.
• Audit customer interactions to ensure adherence to process guidelines, scripts, and compliance standards.
• Identify communication, process, and behavioral gaps and provide constructive feedback to agents and team leaders.
• Prepare and present daily/weekly/monthly quality reports and performance insights.
• Collaborate with Operations, Training, and Process Excellence teams to drive continuous improvement.
• Conduct calibration sessions with clients and internal teams to align quality parameters.
• Maintain updated knowledge of process workflows, client expectations, and quality standards.
• Support new process migrations and identify quality training needs.

Required Skills & Qualifications:

• Bachelor’s degree or equivalent education.
• Minimum

  1–3 years of experience

  as a Quality Analyst in a

  US voice process

  (Customer Support, Sales, or Technical Support).
• Excellent listening, analytical, and communication skills (verbal and written).
• Strong understanding of quality monitoring tools, scorecards, and reporting metrics.
• Proficient in

  MS Excel

  ,

  Google Sheets

  , and quality reporting systems.
• Flexible to work in

  US shifts (night shifts)

  .
• Strong attention to detail, empathy, and a process-oriented mindset.

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