Walk-in || Bpo Quality Analyst

BPO Call Quality Analyst Roles & Responsibilities

A BPO Call Quality Analyst (QA) is responsible for monitoring customer calls and ensuring agents follow company standards, processes, and quality guidelines.

Key Responsibilities

• Monitor and evaluate agent calls based on quality parameters.
• Conduct regular call audits and prepare quality scores.
• Check agent performance on:
• Communication skills
• Product/process knowledge
• Call handling
• Customer handling
• Compliance & process adherence
• Call etiquette
• Accuracy of information
• Identify errors, gaps, and areas for improvement.
• Provide feedback and coaching to agents.
• Conduct calibration sessions with QA, Team Leaders, and Operations teams.
• Prepare daily/weekly/monthly quality reports.
• Track recurring errors and identify root causes.
• Work with Team Leaders to improve low-performing agents.
• Ensure adherence to scripts, SOPs, and company policies.
• Escalate critical quality/compliance issues to management.
• Maintain proper documentation of audit findings and feedback.
• Support training teams by identifying common knowledge and skill gaps.

Key Performance Metrics

• Quality Score %
• Audit Accuracy
• Compliance Score
• Critical Error Rate
• Customer Handling Score
• FCR / Resolution Quality
• Feedback & Coaching Effectiveness
• Call Monitoring/Audit Target

Required Skills

• Good communication skills
• Strong listening and analytical skills
• BPO process knowledge
• Good knowledge of MS Excel
• Ability to identify errors and provide constructive feedback
• Attention to detail
• Good reporting and documentation skills
• Experience with call monitoring/quality tools is an advantage.

Language :English, Tamil,Telugu,Malayalam,Kannada

Contact Details : Vikram HR-[phone removed]