Quality Analyst
TP · Bengaluru · onsite · Posted 27d ago
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About this role
Job Title: Quality Analyst (Social Media Process)
Location: Electronic City, Bengaluru
Industry: Social Media (Facebook, Instagram, etc.)
Shift: Day Shift (Rotational)
Working Days: 6 Days a Week
Experience: 1+ Years as a Quality Analyst (On Paper)
Qualification: Any Graduate
Salary: 5.0 LPA 5.5 LPA
Joining: Immediate Joiners Preferred
Job Summary
We are seeking a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the quality of customer interactions and operational processes within a Social Media support environment. The ideal candidate should have hands-on experience in quality auditing, calibration sessions, root cause analysis, and quality improvement initiatives.
Key Responsibilities
- Conduct quality audits and evaluations as per defined quality standards.
- Perform Root Cause Analysis (RCA) and recommend corrective actions for performance improvement.
- Participate in internal and client calibration sessions to ensure scoring consistency.
- Monitor process adherence, compliance, and quality metrics.
- Prepare quality reports, dashboards, and performance insights.
- Identify process gaps and work with operations teams to drive continuous improvement.
- Deliver constructive feedback and coaching to agents based on audit findings.
- Track action plans and ensure closure of identified quality issues.
- Support client reviews and quality governance meetings.
Required Skills
- Strong experience in Quality Auditing
- Hands-on experience in Root Cause Analysis (RCA)
- Experience with Calibration Sessions
- Knowledge of QC Tools and Quality Frameworks
- Good analytical and reporting skills
- Proficiency in MS Excel and quality reporting
- Excellent communication and stakeholder management skills
Eligibility Criteria
- Minimum 1+ year of experience as a Quality Analyst (on paper)
- Graduate in any discipline
- Experience in BPO/ITES or Social Media Support process preferred
- Strong attention to detail and problem-solving abilities
- Immediate joiners will be given preference
What We Offer
- Competitive salary package of 5.0 LPA – 5.5 LPA
- Opportunity to work with a leading social media support program
- Career growth and learning opportunities
- Dynamic and collaborative work environment
Interested candidates can share their updated resume along with Current CTC, Expected CTC, Notice Period, and Current Location.
For more information reach out to HR - Neha
[phone removed]
[email removed]
Sourced from naukri