Senior Quality Analyst

Job Description: Quality Analyst – BPO

Position Title: Quality Analyst (QA) & Senior Quality Analyst

Department: Quality / Operations

Location: Brookfield - Bangalore

Reports To: Quality Manager / Quality Lead

Interview venue: Time from 9:00am Onwards

Gopalan Millennium Tower , Ground floor - cogent e services . Gopalan Enterprises, ITPL Main Rd, Phase 2, Brookfield, Bengaluru, Karnataka 560037

DAY SHIFT ROLE : 6 days work

SALARY upto 45000 per month ( 5.5Lakhs )P/A Based on Last drawn

Qualifications & Experience

• Graduate in any discipline
• 1–3 years of experience in BPO Quality Monitoring or Customer Service.
• Experience in voice/chat/email support depending on process requirements.
• Knowledge of quality frameworks (COPC, Six Sigma) is a plus.
• Should have worked in sales or insurance projects.
• Preffered immediate joiners

Role Summary

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions across voice, email, chat, or back-office processes. The role ensures adherence to process standards, compliance requirements, and customer experience benchmarks while providing actionable insights to enhance agent performance and overall service quality.

Key Responsibilities

1. Quality Monitoring & Evaluation

• Conduct call/chat/email audits as per defined sampling plans.
• Evaluate customer interactions on parameters such as accuracy, soft skills, communication, process adherence, and compliance.
• Provide daily/weekly quality scores and feedback summaries to stakeholders.
• Preferably from Sales and Insurance background is an added adavantage .

2. Feedback & Coaching

• Deliver constructive feedback to agents and support supervisors during coaching sessions.
• Identify performance gaps and recommend improvement plans.
• Participate in calibration sessions to ensure scoring consistency.

3. Reporting & Analysis

• Prepare quality dashboards, trend reports, and performance insights.
• Highlight common error categories, root causes, and process-level issues.
• Collaborate with training/operations to build action plans based on QA findings.

4. Process & Compliance

• Ensure adherence to client-defined SLAs, compliance guidelines (e.g., data security, regulatory protocols), and internal quality frameworks.
• Suggest process improvements to enhance customer experience or reduce error rates.
• Support creation or revision of SOPs and quality checklists.

5. Continuous Improvement

• Participate in internal audits, client audits, and quality-improvement initiatives.
• Provide input for training needs analysis based on QA insights.
• Work with process SMEs to standardize quality processes.

Required Skills & Competencies

• Strong communication (verbal & written).
• Good analytical and problem-solving skills.
• Ability to give constructive, unbiased feedback.
• Proficiency in MS Office (Excel, PowerPoint) and QA tools.
• Strong attention to detail and process-oriented mindset.
• Ability to work independently and manage deadlines.

Key Performance Indicators (KPIs)

• Call/chat/email audit accuracy.
• Calibration score with client/internal teams.
• Quality improvements in agent performance.
• Reduction in repeat errors and complaint rates.
• Timeliness of reports and feedback.

Regards

Thiru HR

+91-8124226622 , 8428226622

Job Types: Full-time, Permanent

Pay: Up to ₹550,000.00 per year

Benefits:

• Health insurance

Work Location: In person