Quality Analyst

Quality Analyst

Location: Gurgaon

About Vertex Group

Vertex Group, with its five business verticals Vertex Global Services, ILC Solutions, Vertex Tech, Vertex Next, and Vertex Learnings contributing to digital transformation in this modern world with a dedicated team of industry experts.

With headquarters in Times Square, New York, USA, we have a global presence and connectivity, with offices in the USA, the UK, the Philippines, the UAE, Nepal, India, and Africa.

Vertex Global Services is a global leader in BPO, IT, and consulting services, driving innovation through AI-driven solutions and delivering unparalleled customer experiences across 40+ international languages. We have successfully supported numerous clients and consumers worldwide over the last eight years.

Job Summary

We are looking for a detail-oriented, hands-on Quality Analyst to drive service excellence and process adherence within a fast-paced BPO environment. In this role, you will be responsible for monitoring customer interactions, identifying performance gaps, and ensuring consistent delivery of high-quality customer experiences. You will work closely with Operations and Training teams to translate insights into actionable improvements. You will be measured on outcomes—improved quality scores, higher CSAT, reduced errors, and enhanced agent performance—not just audit volumes.

Key Responsibilities

• Quality Monitoring & Audits:
• Evaluate customer interactions (calls/chats/emails) against defined quality parameters and compliance standards.
• Feedback & Coaching Support:
• Provide structured, actionable feedback to agents and Team Leaders to improve performance and customer handling.
• Calibration & Standardization:
• Participate in internal and client calibration sessions to ensure consistency in quality evaluation and scoring.
• Root Cause Analysis (RCA):
• Identify recurring errors, behavioral gaps, and process deviations; share insights with Operations for corrective actions.
• Reporting & Insights:
• Prepare and share quality reports, dashboards, and trend analyses to highlight improvement areas and track progress.
• Process Compliance:
• Ensure adherence to SOPs, scripts, and regulatory guidelines across all customer interactions.
• Training Needs Identification (TNI):
• Work with Training teams to identify knowledge and skill gaps, and support refresher trainings.
• Continuous Improvement:
• Recommend and drive initiatives to enhance customer experience, reduce errors, and improve overall service quality.

• Graduate in any discipline
• 1-4 years of experience in Quality/Customer Support within a BPO environment
• Strong understanding of quality frameworks, audit parameters, and CX metrics (CSAT, FCR, AHT, etc.)
• Experience in voice/chat/email quality evaluation
• Excellent analytical and communication skills
  Why Join Us
• Competitive salary and benefits.
• Opportunity to work closely with top leadership.
• Dynamic and collaborative work environment.
• Room for professional growth and development.

Work Hours & Shifts

• Total working hours in a day 9, including 1-hour break
• Work from Office (WFO)
• 5 or 6 Days working (Depending on Process)