Quality Analyst

Quality Analyst – Job DescriptionJob Title: Quality AnalystDepartment: Quality / Operations

Experience: 1–3 years

Location: Sec 70 M3M Broadway gurgaon

Employment Type: Full-Time

Job SummaryWe are looking for a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the quality of processes and services. The candidate will be responsible for conducting quality checks, identifying errors or gaps, preparing reports, and working with the team to improve overall performance and customer satisfaction.

• Key ResponsibilitiesMonitor and evaluate calls, customer interactions, transactions, or work processes as per company quality standards.
• Conduct regular quality audits and identify errors, gaps, and areas for improvement.
• Prepare daily, weekly, and monthly quality reports.
• Track quality scores, performance metrics, and process compliance.
• Provide constructive feedback and coaching to team members.
• Identify recurring quality issues and suggest corrective actions.
• Coordinate with Operations, Sales, and Training teams to improve process quality.
• Maintain accurate quality records and documentation.
• Ensure compliance with company policies, SOPs, and quality standards.
• Support process improvement and quality enhancement initiatives.
• Escalate critical quality issues to the concerned manager.
• Maintain confidentiality and accuracy while handling customer or company information.
• Required SkillsGood communication and interpersonal skills.
• Strong observation and analytical abilities.
• Excellent attention to detail.
• Good knowledge of MS Excel and reporting.
• Ability to identify errors and analyze root causes.
• Problem-solving and decision-making skills.
• Good time-management and organizational skills.
• Ability to provide feedback professionally.
• Comfortable working with targets, KPIs, and quality metrics.
• QualificationGraduate in any discipline.
• Previous experience in Quality Analysis, Quality Assurance, Operations, Sales, BPO, or Customer Service will be preferred.
• Preferred CandidateSmart, professional, and detail-oriented.
• Strong communication skills.
• Able to work independently as well as in a team.
• Positive attitude with a continuous-improvement mindset.