Quality Analyst

Job Summary

Quality Analyst Jobs in Bangalore | BPO Quality Assurance Quality Analyst - Hair Care and Customer Experience - Bangalore, India

Are you looking for Quality Analyst jobs in Bangalore, Quality Assurance jobs in Bangalore, Contact Center QA jobs, or customer experience quality roles with a growing organization Fusion CX is hiring a Quality Analyst to support quality assurance initiatives for a customer-focused chat support program.

This opportunity is ideal for professionals with experience in quality auditing, process compliance, customer experience improvement, and quality management within contact center environments. If you are passionate about maintaining quality standards, driving process improvements, and helping teams deliver exceptional customer experiences, this role offers an excellent opportunity to grow your career in Quality Assurance.

Role Overview

As a Quality Analyst, you will be responsible for monitoring, evaluating, and improving the quality of customer interactions across chat and contact center operations. You will conduct audits, provide actionable feedback, identify improvement opportunities, and support quality initiatives that enhance customer experience and operational performance.

You will work closely with Operations, Training, and Quality teams to ensure adherence to company standards, process guidelines, and quality benchmarks.

Key Responsibilities

Quality Monitoring Auditing

• Ensure adherence to company processes and investigate recommended process requirements.
• Conduct sample audits (transactional audits) across all communication channels used within the contact center.
• Perform interaction and case audits to evaluate overall process adherence and quality standards.
• Conduct a minimum of 10 audits per consultant per month as mandated by the Quality function.
• Provide detailed and constructive feedback for all completed audits.

Quality Improvement Process Excellence

• Analyze audit findings and identify opportunities for process improvement.
• Initiate and recommend quality improvement initiatives based on audit observations.
• Take corrective actions to drive process efficiency and improve overall quality performance.
• Support continuous improvement initiatives across customer interactions and operational processes.

Calibration Coaching

• Conduct call and interaction calibrations to ensure evaluation consistency.
• Support competency assessments for new recruits.
• Participate in quality discussions and improvement initiatives with operations teams.
• Provide coaching insights and recommendations based on audit outcomes.

Training Compliance Support

• Support soft skills training initiatives when required.
• Ensure quality standards are consistently maintained across teams.
• Help reinforce process compliance and customer experience expectations.

Job Requirements

Education

• Graduated in any discipline under the 10+2+3 format.
• Exceptional candidates at the undergraduate level may be considered with prior approval.

Experience

• Minimum 1 year of experience in a Quality Analyst or Quality Assurance role.
• Experience supporting premium chat programs or customer experience programs preferred.
• Experience within contact centers, BPOs, customer support, or customer experience environments preferred.

Certifications

• Yellow Belt Certification preferred.

Skills Competencies

• Strong aptitude skills, including Reasoning, Logical thinking, and Problem-solving.
• Strong analytical and evaluation skills.
• Excellent verbal and written communication abilities.
• Ability to identify quality gaps and recommend improvements.
• Strong attention to detail and process orientation.
• Ability to work independently and collaboratively with cross-functional teams.

Language Requirements

• Should be well-versed in the language(s) used in the interactions being audited.

Technical Skills

• Proficiency in quality auditing methodologies.
• Experience reviewing customer interactions and case documentation.
• Ability to prepare audit reports and quality feedback documentation.
• Familiarity with quality frameworks and performance evaluation standards.

Work Details

• Location: Bangalore, India
• Work Mode: Work From Office (WFO)
• Domestic Process
• Immediate Joiners Preferred

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