Quality Analyst

Job Description

Job Title - Quality Analyst – BPO

Job Summary

The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions handled by Customer Service Representatives (CSRs). The role ensures compliance with client requirements, company policies, regulatory standards, and quality benchmarks while driving continuous improvement through coaching, feedback, and performance analysis.

Key Responsibilities

1. Call Monitoring & Evaluation

• Monitor live and recorded calls.
• Evaluate agent performance using the approved quality scorecard.
• Assess communication skills, product knowledge, process adherence, soft skills, and customer handling.
• Ensure accurate call documentation and disposition.
• Identify strengths and opportunities for improvement.

2. Quality Audits

• Conduct daily, weekly, and monthly quality audits.
• Meet assigned audit targets within defined timelines.
• Maintain audit accuracy and consistency.
• Ensure calibration with internal stakeholders and client expectations.

3. Feedback & Coaching

• Deliver timely, constructive feedback to agents.
• Conduct one-on-one coaching sessions.
• Assist Team Leaders in preparing performance improvement plans.
• Track agent improvement after coaching sessions.
• Recommend refresher training based on quality trends.

4. Process Compliance

• Verify adherence to Standard Operating Procedures (SOPs).
• Ensure compliance with client guidelines and regulatory requirements.
• Monitor mandatory disclosures, verification steps, and scripting adherence.
• Report critical quality failures immediately.

5. Reporting & Analysis

• Prepare daily, weekly, and monthly quality reports.
• Analyze trends and identify recurring issues.
• Generate Root Cause Analysis (RCA) reports.
• Recommend corrective and preventive actions (CAPA).
• Present quality findings to operations leadership.

6. Calibration Activities

• Participate in internal and client calibration sessions.
• Ensure uniform understanding of scoring parameters.
• Resolve scoring disputes objectively.
• Maintain calibration documentation.

7. Performance Improvement

• Identify process gaps and improvement opportunities.
• Work closely with Operations, Training, and Workforce Management teams.
• Recommend process enhancements to improve Customer Satisfaction (CSAT), First Call Resolution (FCR), and quality scores.
• Support quality improvement initiatives.

8. Customer Experience Management

• Evaluate customer satisfaction drivers.
• Monitor empathy, active listening, professionalism, and issue resolution.
• Ensure positive customer experience across all interactions.
• Highlight best practices for wider adoption.

9. Documentation

• Maintain quality records and audit logs.
• Update quality trackers and dashboards.
• Ensure confidentiality of customer information.
• Maintain proper documentation for compliance audits.

Technical Skills

• Knowledge of quality monitoring techniques.
• Experience with quality scorecards.
• Understanding of call center operations.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Ability to prepare reports and dashboards.
• Familiarity with CRM and call recording systems.

Experience

• 1–2years of experience as a Quality Analyst.
• Experience handling voice processes is mandatory.

Preferred Knowledge

• Customer service quality standards.
• Call quality methodologies.
• Domestic customer handling practices.
• Process documentation.
• Compliance monitoring.
• Root Cause Analysis (RCA).
• Corrective and Preventive Action (CAPA)