Quality Analyst – BPO Customer Service

We are seeking a Quality Analyst (QA) to join our BPO Customer Service Team. The QA will be responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards, policies, and procedures. This role plays a critical part in driving customer satisfaction, improving agent performance, and enhancing process efficiency.

Key Responsibilities:

Call Monitoring Evaluation:
Monitor live and recorded customer interactions (calls, chats, or emails) to evaluate service quality, compliance, and adherence to internal guidelines and client expectations.

Feedback Coaching:
Provide structured, constructive feedback to customer service agents to help improve performance and ensure a consistent customer experience.

Reporting Documentation:
Maintain detailed QA reports, scorecards, and dashboards. Share regular updates and insights with team leads and management.

Quality Audits:
Conduct periodic audits of transactions and processes to ensure compliance with standard operating procedures.

Collaboration:
Work closely with trainers, team leaders, and operations managers to identify training needs and process improvement opportunities based on QA findings.

Experience:

Minimum 1 year of experience as a Quality Analyst in a BPO or customer service environment.
Familiarity with customer service metrics (e.g., CSAT, FCR, AHT, QA scores).
Skills:

Strong analytical and observational skills.
Excellent communication and interpersonal skills.
Ability to give clear, constructive feedback.
Proficient in Microsoft Excel and QA tools/systems.
For more details or to apply, feel free to call or WhatsApp us at ++1-XXXXXXXXXX.

Job Type: Full-time

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

Health insurance
Schedule:

Day shift
Rotational shift
UK shift
Experience:

Call Monitoring Evaluation:: 1 year (Required)
Quality Analyst : 1 year (Required)
BPO Quality Analyst : 1 year (Required)
Quality Audits BPO: 1 year (Required)
Quality Analyst Customer Service: 1 year (Required)
Work Location: In person

Speak with the employer
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