Senior Quality Analyst

Senior Quality Analyst for Customer Service Employee Location: Hyderabad - Banjara Hills Experience: 4-5 years in Customer Service / Call Quality Monitoring Employment Type: Full-time / Work from Office Key Responsibilities: • Monitor and evaluate inbound & outbound calls to ensure adherence to process standards. • Identify gaps in communication, process compliance, and customer experience. • Provide feedback and coaching to agents to enhance performance and service quality. • Prepare quality reports and share insights with the operations team for improvement. • Participate in calibration sessions with internal and client teams to align on quality parameters. • Recommend process improvements based on audit findings and customer feedback trends. Skills & Requirements: Excellent communication skills in English, Hindi and Telugu (verbal & written). Strong analytical and listening skills. Hands-on experience in quality monitoring tools and MS Excel. Good understanding of customer service metrics (AHT, CSAT, FCR, etc.). Ability to work in a fast-paced and target-driven environment. Good to Have: Experience in BPO/Customer Service environment. Multilingual proficiency is an added advantage Interested candidates can attend Walk In Interview scheduled at locations. For more Details reach us via : 9121803768