Quality Analyst

Job Description – Quality Analyst (BPO)

Job Title

Quality Analyst – BPO Operations

Job Summary

We are looking for a detail-oriented and analytical Quality Analyst to monitor and evaluate customer interactions and operational processes in a BPO environment. The candidate will be responsible for ensuring service quality, compliance, process adherence, and continuous improvement to enhance customer satisfaction and operational performance.

Key Responsibilities

• Monitor and evaluate customer calls, and process transactions.
• Conduct quality audits as per defined standards and guidelines.
• Provide constructive feedback and coaching to agents/team members.
• Prepare quality reports, scorecards, and performance analysis.
• Identify process gaps and recommend improvement opportunities.
• Ensure compliance with company policies and client requirements.
• Participate in calibration sessions with operations and training teams.
• Track quality trends and support action plans for performance improvement.
• Assist in developing quality parameters and SOPs.
• Maintain accurate audit records and documentation.
• Support training teams by identifying knowledge gaps and improvement areas.

Required Skills

• Strong analytical and observation skills.
• Good communication and feedback delivery abilities.
• Good understanding of quality frameworks and BPO processes.
• Knowledge of call monitoring and audit techniques.
• Proficiency in MS Excel, reports, and quality tools.
• Attention to detail and problem-solving capabilities.

Qualifications

• Graduate in any stream.
• 1–3 years of experience in BPO quality analysis or customer service.
• Experience in voice/non-voice process quality monitoring preferred.

Preferred Qualities

• Customer-focused approach.
• Ability to work independently and within teams.
• Strong time management and organizational skills.
• Process improvement mindset.

Salary

• As per industry standards and experience.

Work Location

• Patna

Employment Type

• Full-time

Contact Person :- Amol Kumar - 9711535158