Quality Analyst

Quality Analyst (BPO - Customer Support)

Location: Hyderabad
Role: Quality Analyst
Qualification: Any Graduate
Experience: Minimum 2 Years as a QA in Customer Support/BPO
CTC: Up to 5 LPA
Shift: Rotational Shifts
Joining: Immediate Joiners Only

Job Summary

We are looking for an experienced Quality Analyst with a strong background in Customer Support/BPO operations. The candidate will be responsible for monitoring, auditing, and improving service quality while ensuring adherence to client and organizational standards.

Key Responsibilities

• Monitor and evaluate customer interactions (Voice, Chat, and Email).
• Conduct quality audits and provide feedback to improve agent performance.
• Identify process gaps and recommend corrective actions.
• Perform Root Cause Analysis (RCA) and drive continuous improvement initiatives.
• Facilitate calibration sessions with Operations and Training teams.
• Prepare and maintain quality reports, scorecards, and MIS dashboards.
• Track and analyze quality metrics, CSAT, and process compliance.

Required Skills & Tools

• Strong knowledge of QC Tools (7 QC Tools):
• Check Sheet
• Cause & Effect Diagram (Fishbone/Ishikawa)
• Pareto Chart
• Histogram
• Scatter Diagram
• Control Chart
• Flow Chart / Stratification
• Root Cause Analysis (RCA)
• Quality Auditing & Calibration
• COPC Knowledge (Preferred)
• CSAT, NPS & Customer Experience Metrics
• MS Excel (Pivot Tables, VLOOKUP, Reporting)
• Power BI (Preferred)
• CRM Tools (Salesforce, Zendesk, Freshdesk, etc.)

Eligibility Criteria

• Graduation is mandatory.
• Minimum 2 years of Quality Analyst experience in a Customer Support/BPO environment.
• Excellent communication and analytical skills.
• Strong understanding of quality frameworks and continuous improvement methodologies.
• Must be comfortable working in rotational shifts.
• Immediate joiners will be given preference.

Contact Details

Neha M
[phone removed]
[email removed]

Immediate Joiners Preferred | Apply Now!