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

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

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

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

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

• Assist in refresher trainings
• Support new batch certifications

• Work closely with Operations, Training HR teams

• 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
• This job is provided by Shine.com