Quality Analyst
TP · Bengaluru · onsite · Posted 29d ago
₹4.5L - ₹5.0L PA2–4 yrsfulltimeSourced from
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About this role
Job Opening: Quality Analyst (International BPO)
Location: Electronic City, Bangalore
Industry: International BPO / Customer Experience
CTC: Up to 5 LPA
Shift: Rotational Shifts
Joining: Immediate Joiners Preferred
Job Summary
We are looking for an experienced and detail-oriented Quality Analyst to monitor and evaluate customer interactions, identify process improvement opportunities, and drive quality excellence within an International BPO environment.
Key Responsibilities
- Monitor and audit customer interactions (calls, chats, and emails) to ensure adherence to quality standards.
- Conduct regular quality evaluations and provide constructive feedback to agents and Team Leaders.
- Identify process gaps and recommend corrective and preventive actions.
- Prepare daily, weekly, and monthly quality reports and scorecards.
- Analyze trends related to customer experience and process compliance.
- Participate in calibration sessions and ensure consistency in quality evaluations.
- Support training teams by identifying knowledge and skill gaps.
- Maintain accuracy, productivity, and compliance standards across the process.
- Collaborate with Operations and Training teams to improve overall performance.
Eligibility Criteria
- Graduate (Mandatory)
- Experience as a Quality Analyst in an International BPO environment.
- Strong understanding of QA tools, audit frameworks, and customer service metrics.
- Excellent communication, analytical, and reporting skills.
- Proficiency in MS Excel and quality reporting dashboards.
- Ability to work in rotational shifts.
Preferred Skills
- Quality Monitoring & Auditing
- Root Cause Analysis (RCA)
- Coaching & Feedback Delivery
- Process Improvement
- Customer Experience Management
- MS Excel & Reporting
- Stakeholder Management
Why Join Us?
- Competitive compensation up to 5 LPA
- Career growth opportunities
- Dynamic and collaborative work environment
- Exposure to global customer support processes
Apply Now
Neha
HR Executive | Talent Acquisition
[phone removed]
[email removed]
Sourced from naukri
Skills
Call AuditQuality MonitoringCall CalibrationQuality Toolscorrective actionRoot Cause AnalysisWhy-why AnalysisFishbone7Qc ToolsPareto ChartsQa/Qcroot causeQuality AssurancebpoQCQuality AuditPareto Analysisquality check