Quality Analyst
Job Description
Performance Evaluation Metrics, Call Recording & Speech Analytics, Process Compliance & Auditing, CRM & Ticketing Systems, QA Scorecard & KPI Analysis, Report Generation & Dashboarding, Process Improvement & RCA,
Quality Analyst BPO/BPM (Chat, Email & Voice Process)
We are hiring a Quality Analyst to ensure top-notch customer interactions across chat, email, and voice processes! If you have an eye for detail and a passion for driving quality, we want you on our team.
Location – Gurugram
Shift – Rotational
Key Responsibilities
Monitor & evaluate customer interactions for quality and compliance.
Provide feedback & coaching to improve agent performance.
Conduct audits, calibrations, and root cause analysis (RCA).
Ensure Adherence To Company Policies & Customer Experience Standards.
Generate reports & suggest process improvements.
Requirements
13 years of QA experience in a BPO/BPM environment.
Strong analytical, communication & feedback skills.
Familiarity with quality monitoring tools & CRM systems.
Bachelor’s degree preferred.