Quality Assurance Analyst

Job Description – Quality Analyst (Customer Support)

Position: Quality Analyst

Location: Hyderabad

CTC: ₹6.0 LPA – ₹6.5 LPA

Industry: Customer Support / BPO / Contact Center

Shift: Rotational Shifts

Joining: Immediate Joiners Only

Role Overview

We are looking for a detail-oriented Quality Analyst to monitor, evaluate, and improve the quality of customer interactions. The ideal candidate should have experience in quality auditing, performance analysis, and process improvement within a customer support environment.

Key Responsibilities

• Conduct quality audits of customer interactions across voice, chat, and email channels.
• Evaluate agent performance against defined quality parameters and compliance standards.
• Provide constructive feedback and coaching recommendations to improve performance.
• Prepare quality reports, scorecards, and trend analysis.
• Identify recurring customer issues and recommend process improvements.
• Collaborate with Operations, Training, and Team Leaders to drive quality initiatives.
• Ensure adherence to company policies, quality standards, and customer experience guidelines.
• Participate in calibration sessions to maintain scoring accuracy and consistency.

Eligibility Criteria

• Experience as a Quality Analyst in a Customer Support/BPO environment.
• Strong understanding of quality frameworks, KPIs, and customer service metrics.
• Excellent analytical, communication, and feedback-sharing skills.
• Proficiency in MS Excel and reporting tools.
• Ability to work in rotational shifts.
• Immediate joiners will be highly preferred.

Required Skills

• Quality Auditing
• Call Monitoring & Evaluation
• Root Cause Analysis
• Performance Improvement
• Customer Experience Management
• Reporting & MIS
• Process Improvement
• Stakeholder Management

Benefits

• Competitive salary package of ₹6.0 LPA – ₹6.5 LPA
• Career growth opportunities
• Dynamic work environment
• Learning and development programs

Preferred Candidate Profile: Candidates currently working as Quality Analysts in the Customer Support/BPO industry with relevant experience and available for immediate joining.

for more information reach out to HR - Neha

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