Quality Analyst

Job Description: Quality Analyst (QA) Call Centre / BPO

Department: Call Centre / Operations
Designation: Quality Analyst (QA)
Experience: 2–5 Years
Location: Gurugram, Haryana
Employment Type: Full-Time

Job Summary

We are looking for a detail-oriented Quality Analyst to monitor and evaluate customer interactions, ensure compliance with quality standards, and improve the overall performance of call centre executives. The candidate will be responsible for call audits, feedback sessions, quality reporting, and identifying areas for improvement in customer service and telesales processes.

Key Responsibilities

• Monitor and audit inbound/outbound calls to ensure quality standards.
• Evaluate calls for communication, customer handling, sales pitch, and process compliance.
• Provide feedback and coaching to agents to improve performance.
• Identify quality gaps and coordinate with Operations and Training teams.
• Prepare daily/weekly quality reports and MIS.
• Ensure adherence to SOPs, scripts, and company policies.
• Participate in quality calibration sessions and process improvement initiatives.

Required Skills

• Excellent verbal and written communication skills.
• Strong analytical, observation, and problem-solving skills.
• Good understanding of call centre operations, customer service, and telesales processes.
• Ability to identify gaps and provide actionable feedback.
• Proficiency in MS Excel, reporting, and data analysis.
• Knowledge of quality monitoring tools, CRM systems, and call recording platforms.
• Strong attention to detail and time management skills.

Educational Qualification

• Graduate in any discipline.
• Relevant certification in Quality Management or Customer Service will be an added advantage.

Experience Requirements

• 2–5 years of experience in Quality Assurance within a Call Centre / BPO environment.
• Prior experience in call monitoring, call audits, quality reporting, and agent coaching is preferred.
• Experience in a telesales or customer service process will be an added advantage.

Key Performance Indicators (KPIs)

• Call quality score and audit accuracy.
• Number of calls audited and audit coverage.
• Improvement in agent quality scores.
• Reduction in process deviations and compliance errors.
• Timeliness and accuracy of quality reports.
• Customer satisfaction and complaint resolution quality.

Interested candidate Contact: [phone removed] call or WhatsApp. Send your CV to: [email removed]

Walk-in Details:

Venue: Magnum City Centre, 3rd Floor VLCC, near Birla Navya Township, Sector-63A, Gurugram, Haryana

Reference: Mention “HR Hemendra” on your resume