Job
Description
We are seeking a detail-oriented and experienced Quality Analyst to join our team supporting US-based clients. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure excellence in service delivery. This role involves providing actionable feedback to the operations team, identifying process gaps, and ensuring compliance with company and client standards. Key Responsibilities: Monitor and evaluate inbound/outbound calls, emails, and chats for quality assurance. Conduct audits on customer interactions and process workflows. Provide constructive feedback and coaching to agents to improve performance. Analyze trends in errors, prepare reports, and suggest corrective actions. Collaborate with operations, training, and management teams to implement quality improvement plans. Maintain and update quality assurance documentation, checklists, and scoring guidelines. Ensure compliance with client-specific policies, procedures, and SLAs. Conduct calibration sessions with internal and external stakeholders. Participate in root cause analysis (RCA) for recurring quality issues. Prepare weekly/monthly quality reports and present findings to leadership. Required Skills & Qualifications: Bachelor’s degree or equivalent experience. 2-4 years of experience as a Quality Analyst in a US process (preferred industries: BPO, Healthcare, IT support, or similar). Excellent verbal and written communication skills (US English). Strong analytical, problem-solving, and reporting skills. Proficiency in MS Office tools (Excel, Word, PowerPoint); familiarity with QA tools like NICE, Verint, or Calabrio is a plus. Good understanding of call center KPIs, quality metrics, and performance improvement strategies. Ability to work independently and in a team environment. Job Types: Full-time, Permanent Pay: ₹15,301.66 - ₹41,336.03 per month Schedule: Night shift Experience: US QUALITY ANALYST: 3 years (Required) Location: Thane, Maharashtra (Required) Work Location: In person Speak with the employer +91 7893677269
