Call Quality Analyst (BPO)

Job Title: Quality Analyst (QA)
Industry: Healthcare
Location:Zirakpur(Head Office)
Job Type: Full-Time
Budget: 25-35k

Job Overview:

We are looking for a detail-oriented and experienced Quality Analyst (QA) to monitor and improve customer interaction qualityt. The candidate will be responsible for call monitoring, quality audits, feedback sessions, and ensuring SOP compliance to enhance overall customer experience.

Key Responsibilities:

• Monitor and evaluate customer interactions and calls.
• Conduct quality audits as per defined parameters and SOPs.
• Provide feedback and coaching to agents for performance improvement.
• Ensure adherence to quality standards and customer handling guidelines.
• Prepare QA reports, audit reports, and performance analysis.
• Coordinate with Operations and Training teams for improvement plans.
• Identify process gaps and recommend corrective actions.
• Maintain quality scorecards and documentation.

Required Skills:

• Strong knowledge of call monitoring and quality auditing.
• Experience in feedback sharing and agent coaching.
• Understanding of SOP compliance and customer handling standards.
• Good analytical and communication skills.
• Ability to prepare QA reports and performance improvement plans.

Qualification:

• Graduate in any discipline.

Experience:

• Minimum 2-4 years of experience in Call Center Quality processes.
• Preference for candidates from Healthcare, BPO, or Customer Service backgrounds.

Working Days:

• 6 Days a Week