Walk-in || Quality Analyst

About the Role:

We are looking for a detail-oriented and analytical Quality Analyst to join our Center of Excellence (CoE) at TruKKer. In this role, you will own the quality assurance framework across our contact center operations auditing interactions, driving calibration, and turning quality data into actionable insights that raise service standards. You will work closely with operations, training, and team leaders to identify gaps, uncover root causes, and embed a culture of continuous improvement across the CoE.

Key Responsibilities:

• Call Auditing & Monitoring: Conduct regular call audits and monitoring across agents and channels to evaluate adherence to quality standards, compliance, and customer experience benchmarks.
• Quality Evaluation & Scoring: Assess interactions against defined quality parameters, maintain scoring accuracy, and ensure consistent, unbiased evaluations.
• Calibration: Lead and participate in regular calibration sessions with team leaders and stakeholders to ensure scoring alignment and a shared understanding of quality standards.
• Root Cause & Analysis: Apply structured problem-solving techniques — Root Cause Analysis (RCA), Fishbone, Why-Why, and Pareto Analysis — to identify recurring quality issues and their underlying drivers.
• Reporting & Insights: Track, analyze, and report quality trends, CSAT drivers, and performance metrics; present findings and improvement recommendations to operations leadership.
• Compliance & Standards: Monitor quality compliance across processes, flag deviations, and support corrective and preventive actions to sustain CoE standards.
• Continuous Improvement: Partner with operations and training teams to translate quality insights into coaching inputs, process refinements, and measurable service improvements.

Requirements & Qualifications:

• Experience: Proven experience as a Quality Analyst / QA in a contact center, BPO, or customer operations environment, with a strong focus on call quality and process improvement.
• Core Skills: Hands-on expertise in Call Audit, Call Quality, Call Monitoring, and Call Calibration, with a solid grasp of QC tools and quality operations.
• Analytical Toolkit: Strong command of Root Cause Analysis (RCA), Fishbone, Why-Why, and Pareto Analysis, along with quality auditing, monitoring, and compliance practices.
• Metrics Orientation: Familiarity with CSAT and other quality/experience metrics, and the ability to convert data into clear, actionable insights.
• Attributes: Excellent attention to detail, strong communication and feedback skills, objectivity in evaluations, and comfort working in a fast-paced, data-driven CoE environment.