Quality Analyst

Job Title: Quality Analyst (QA) – BPO

Job Summary:

We are looking for a Quality Analyst (QA) to monitor and evaluate customer interactions, ensure process compliance, and maintain quality standards. The candidate will work closely with operations and training teams to identify performance gaps and support continuous improvement.

Key Responsibilities:

• Monitor and evaluate customer calls, chats, or emails based on quality parameters.
• Conduct regular quality audits and provide accurate feedback.
• Identify process and compliance deviations.
• Prepare daily/weekly/monthly quality reports.
• Share feedback with agents and team leaders.
• Identify recurring errors and recommend corrective actions.
• Conduct calibration sessions with Operations and Training teams.
• Ensure adherence to company policies, SOPs, and client requirements.
• Support process improvement and maintain required quality standards.
• Track quality scores and highlight performance gaps to management.

Requirements:

• Graduate in any discipline.
• 1–3 years of experience in BPO Quality/QA preferred.
• Good communication and analytical skills.
• Strong knowledge of MS Excel and reporting.
• Good attention to detail.
• Ability to work under targets and deadlines.
• Willingness to work in rotational shifts, if required.

Key Skills:

Quality Monitoring | BPO Operations | Auditing | Feedback & Coaching | MS Excel | Reporting | Process Compliance | Communication Skills | Analytical Skills