Senior Quality Analyst

Izee Manpower

2 - 7 years

3 - 6 Lacs

bengaluru karnataka india

Posted:2 days ago| Platform: Foundit logo

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Skills Required

quality monitoring audit & compliance rca feedback & coaching communication

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:

Monitor and evaluate interactions (calls, chats, or emails) to ensure adherence to quality standards
Identify process gaps and recommend actionable improvements
Perform root cause analysis on quality deviations and escalate recurring issues
Develop and maintain quality reports, dashboards, and calibration logs
Conduct regular audits and share feedback with operations and training teams
Drive process improvement initiatives and ensure compliance with client-specific guidelines
Participate in internal calibrations and client quality discussions
Support training and coaching initiatives for underperforming agents

Candidate Profile:

2 to 7 years of experience in quality analysis, preferably in BPO/ITES/customer support domains
Strong analytical skills with attention to detail
Excellent communication and feedback delivery skills
Proficient in MS Excel and quality monitoring tools
Experience in root cause analysis and reporting
Knowledge of quality frameworks like Six Sigma or COPC (preferred but not mandatory)

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