Quality Analyst BPO

You will be responsible for monitoring and evaluating inbound outbound calls chats and emails to ensure quality accuracy and compliance with company policies Providing detailed and constructive feedback to agents and team leaders to drive performance improvement will be a key part of your role You will also conduct regular calibration sessions with the quality and operations teams to ensure scoring consistency identify training needs recommend coaching or refresher sessions maintain and update quality monitoring forms scorecards and audit reports analyze trends prepare quality performance reports and dashboards participate in process improvement initiatives to enhance customer experience and ensure compliance with client and company quality standards data privacy and regulatory requirements Your qualifications should include Graduation with 13 years of experience Proficiency in English Hindi Marathi Tamil Kannada Malayalam Telugu at least one regional language is mandatory is required You should have strong knowledge of quality monitoring tools and methodologies e g QA scorecards Six Sigma concepts excellent communication analytical and interpersonal skills ability to provide constructive feedback and manage conflict positively proficiency in MS Office Excel Word PowerPoint attention to detail and strong documentation skills Key Responsibilities Monitor and evaluate inbound outbound calls chats and emails to ensure quality accuracy and compliance with company policies Provide detailed and constructive feedback to agents and team leaders to drive performance improvement Conduct regular calibration sessions with the quality and operations teams to ensure scoring consistency Identify training needs and recommend coaching or refresher sessions Maintain and update quality monitoring forms scorecards and audit reports Analyze trends and prepare quality performance reports and dashboards Participate in process improvement initiatives to enhance customer experience Ensure compliance with client and company quality standards data privacy and regulatory requirements Qualification Required Graduation Experience 13 years Languages English Hindi Marathi Tamil Kannada Malayalam Telugu At least one regional language is mandatory Strong knowledge of quality monitoring tools and methodologies e g QA scorecards Six Sigma concepts Excellent communication analytical and interpersonal skills Ability to provide constructive feedback and manage conflict positively Proficiency in MS Office Excel Word PowerPoint Attention to detail and strong documentation skills Please note that the company is Calling24o7 BPO Services Pvt Ltd located in Baner Pune The working hours are from * am to 6 pm with a salary of 30000k CTC You will work 6 days a week with a rotational week off If you are interested you can contact Sanjyot Sawantwadkar at hidden mobile