Quality Assurance Specialist

Job Opening: Quality Analyst (International BPO)

Location: Electronic City, Bangalore

Industry: International BPO / Customer Experience

CTC: Up to 5 LPA

Shift: Rotational Shifts

Joining: Immediate Joiners Preferred

Job Summary

We are looking for an experienced and detail-oriented Quality Analyst to monitor and evaluate customer interactions, identify process improvement opportunities, and drive quality excellence within an International BPO environment.

Key Responsibilities

• Monitor and audit customer interactions (calls, chats, and emails) to ensure adherence to quality standards.
• Conduct regular quality evaluations and provide constructive feedback to agents and Team Leaders.
• Identify process gaps and recommend corrective and preventive actions.
• Prepare daily, weekly, and monthly quality reports and scorecards.
• Analyze trends related to customer experience and process compliance.
• Participate in calibration sessions and ensure consistency in quality evaluations.
• Support training teams by identifying knowledge and skill gaps.
• Maintain accuracy, productivity, and compliance standards across the process.
• Collaborate with Operations and Training teams to improve overall performance.

Eligibility Criteria

• Graduate (Mandatory)
• Experience as a Quality Analyst in an International BPO environment.
• Strong understanding of QA tools, audit frameworks, and customer service metrics.
• Excellent communication, analytical, and reporting skills.
• Proficiency in MS Excel and quality reporting dashboards.
• Ability to work in rotational shifts.

Preferred Skills

• Quality Monitoring & Auditing
• Root Cause Analysis (RCA)
• Coaching & Feedback Delivery
• Process Improvement
• Customer Experience Management
• MS Excel & Reporting
• Stakeholder Management

Why Join Us

• Competitive compensation up to 5 LPA
• Career growth opportunities
• Dynamic and collaborative work environment
• Exposure to global customer support processes

Apply Now

Neha Mamidi

HR Executive | Talent Acquisition

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