Quality Analyst

WE ARE HIRING QUALITY ANALYST (BPO)
Location: Hyderabad
Experience: 1-2 Years (BPO Quality Experience Mandatory)
Joining: Immediate Joiners Preferred
Salary: 15%20% Hike on Current / Last CTC
Job Summary
We are seeking an experienced Quality Analyst (QA) with 1-2 years of BPO industry experience to monitor, evaluate, and enhance the quality of customer interactions. The ideal candidate should possess strong analytical abilities, excellent communication skills, and a passion for continuous improvement.
Key Roles Responsibilities
Call Case Audits

• Monitor inbound/outbound calls and backend transactions as per quality standards
• Evaluate agent performance on communication, process adherence, accuracy compliance
  

Quality Reporting

• Prepare daily, weekly monthly quality reports
• Share performance dashboards with stakeholders
  

Feedback Coaching

• Provide constructive feedback to agents
• Conduct calibration sessions with TLs Operations
  

Process Improvement

• Identify gaps, trends root causes
• Implement corrective preventive actions (CAPA)
  

Compliance SOP Adherence

• Ensure adherence to company policies client standards
• Support internal external audits
  

Training Support

• Assist in refresher trainings

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• Support new batch certifications
  

Cross-Functional Coordination

• Work closely with Operations, Training HR teams
  

Desired Candidate Profile

• 1-2 years of experience as a Quality Analyst in BPO/Contact Center
• Strong knowledge of QC frameworks, KPIs audit methodologies
• Good understanding of CSAT, FCR, AHT Compliance metrics
• Excellent communication, analytical presentation skills
• Proficient in MS Excel reporting tools
• Immediate joiners preferred
  

Perks Benefits
Competitive salary with 15%20% hike
Career growth opportunities
Performance incentives (as applicable)
Safe professional work environment
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