Quality Analyst - Domestic (Bangalore electronic city)

Role & responsibilities

• Monitor and evaluate inbound/outbound calls, chat, and email interactions using standard scorecards.
• Assess communication quality, process adherence, accuracy, and customer handling skills .
• Provide timely, constructive feedback to agents and collaborate with team leaders for coaching .
• Handle customer inquiries and ensure professional issue resolution when required .
• Conduct quality audits, track deviations, and ensure compliance with internal SOPs and regulatory guidelines .
• Generate daily/weekly/monthly MIS reports, including CSAT, NPS, audit findings, and error trends .
• Analyze errors to identify training needs and process gaps.
• Participate in calibration sessions to maintain evaluation consistency across teams .
• Recommend process improvements, SOP updates, and customer-handling guidelines .
• Provide active feedback to agents and generate audit reports to improve performance and adherence to standards .
• 3 Sources

Required Skills & Competencies

• Excellent communication skills and active listening ability .
• Strong analytical and problemsolving skills to identify quality issues and risks .
• Knowledge of 7 quality tools (e.g., scorecards, QA forms, basic quality frameworks)

• Ability to multitask, prioritize, and work in a fastpaced environment .
• Attention to detail and strong documentation skills

Preferred candidate profile

Immediate joiners Only

Excellent communication

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