Quality Analyst

Role Overview

We are looking for a detail-oriented Quality Analyst to monitor customer interactions, evaluate agent performance, ensure adherence to quality standards, and drive continuous improvement in customer experience and process compliance.

Key Responsibilities:

• Quality Monitoring: Evaluate customer interactions across calls, emails, chats, and other communication channels to ensure compliance with quality standards.
• Quality Audits: Conduct regular audits using defined quality parameters, scorecards, SOPs, and client-specific guidelines.
• Feedback & Coaching: Provide constructive feedback to agents and collaborate with Team Leaders to improve performance and reduce recurring errors.
• Root Cause Analysis: Identify recurring quality issues, analyse performance trends, and recommend corrective and preventive actions.
• Compliance & Process Adherence: Ensure agents follow company policies, client requirements, regulatory guidelines, and process-specific procedures.
• Reporting & MIS: Prepare daily, weekly, and monthly quality reports covering audit scores, critical errors, customer experience, and improvement areas.
• Calibration: Participate in calibration sessions with Operations, Training, and clients to maintain consistency in quality evaluations.
• Customer Experience: Identify opportunities to improve customer satisfaction, communication, resolution quality, and first-call resolution.
• Process Improvement: Work with Operations and Training teams to address performance gaps and improve overall process efficiency.
• Documentation: Maintain accurate audit records, feedback logs, quality trackers, and performance dashboards.

Required Skills & Qualifications:

• Graduate in any discipline; relevant experience may be considered.
• 14 years of experience in a BPO, preferably in Quality Assurance or Quality Monitoring.
• Strong understanding of quality parameters, audit scorecards, SOPs, and process compliance.
• Excellent communication, analytical, and problem-solving skills.
• Proficiency in MS Excel, reporting, and data analysis.
• Ability to provide constructive feedback and work collaboratively with Operations and Training teams.
• Strong attention to detail and ability to identify patterns in performance gaps.
• Knowledge of CRM tools, quality monitoring platforms, and ticketing systems is an advantage.

Key Performance Indicators (KPIs)

• Quality audit score and evaluation accuracy.
• Number of audits completed against the defined target.
• Critical error and compliance failure rate.
• Improvement in agent quality scores after feedback and coaching.
• Reduction in repeat errors and process deviations.
• Calibration accuracy and consistency.
• Contribution to customer satisfaction and first-call resolution.

Preferred Competencies

• Strong observation and listening skills.
• Data-driven approach to quality improvement.
• Ability to handle feedback constructively.
• High integrity and confidentiality.
• Ability to work under pressure and meet audit deadlines.
• Strong stakeholder coordination and documentation skills.