Quality Assurance Analyst

About the Role

Quality Analyst (Analyst QA)

Responsibilities

Quality Monitoring & Auditing

• Monitor live and recorded customer interactions to assess quality, communication, empathy, and compliance metrics.
• Evaluate agent adherence to scripts, SOPs, process guidelines, and regulatory requirements.

Performance Feedback & Coaching

• Provide constructive feedback and coaching sessions to agents.
• Help agents improve communication, problem-solving, and customer experience skills.

Data Analysis & Reporting

• Analyze quality scores, customer feedback, and call trends.
• Prepare detailed reports, dashboards, and insights for team leads and management.
• Identify recurring issues, root causes, and improvement areas.

Process Improvement

• Work with trainers, TLs, and operations teams to implement corrective actions.
• Participate in process enhancement discussions and drive quality improvement initiatives.

Calibration & Compliance

• Attend calibration sessions to maintain uniformity in quality measurement.
• Ensure compliance with internal guidelines, data privacy mandates, and regulatory norms.

Required Skills

• Excellent verbal and written communication skills.
• Strong listening skills, attention to detail, and analytical mindset.
• Ability to give clear, actionable feedback and coach agents effectively.
• Familiarity with quality tools (RCA, Pareto, Quality Scorecards, Call Monitoring Tools) is a strong advantage.
• Problem-solving skills and adaptability in a fast-paced environment.
• Strong documentation and reporting skills.

• Exp:-

  3 to 7 Years)

• Location :-

  Gurgaon

• Shift Timing :-

  8 AM to 5 PM (Should be flexible with early login)

• Mode :-

  Hybrid

• Training :

  3/4 Months WFO

How to Apply

Interested candidates can apply with their updated CV at sunitha@mrtinfotech.com

virtual interview