BPO Quality Analyst

Job Description

Job Description: Quality Analyst (BPO / Customer Service)

Job Title: Quality Analyst

Employment Type: Full-time

Work Mode: Work from Office (In-person)

Shift: Fixed Day Shift

Job Summary

We are looking for a detail-oriented Quality Analyst to monitor and evaluate customer interactions across voice, email, and chat channels. The ideal candidate will ensure compliance with quality standards, provide constructive feedback to agents, identify improvement opportunities, and support continuous service excellence.

Key Responsibilities
Monitor and evaluate customer interactions (calls, emails, and chats) to ensure quality and compliance standards are met.
Conduct quality audits and assess agent performance.
Provide detailed feedback and coaching to customer support agents.
Identify trends, recurring issues, and opportunities for process improvement.
Prepare quality reports, scorecards, and performance metrics.
Collaborate with team leaders to implement quality improvement initiatives.
Assist in onboarding and training new team members on quality standards and best practices.
Support agents in improving customer service delivery and overall customer satisfaction.
Ensure adherence to company policies, procedures, and service quality guidelines.
Required Qualifications
Prior experience in a BPO or Customer Service environment is preferred.
Strong attention to detail and analytical skills.
Good verbal and written communication skills.
Ability to evaluate customer interactions objectively and provide constructive feedback.
Language Requirements

Candidates should be fluent in:

English
Tamil
Telugu
Kannada
Malayalam
Key Skills
Quality Monitoring
Customer Service
Process Auditing
Performance Evaluation
Reporting and Documentation
Coaching and Feedback
Analytical Thinking
Attention to Detail
Benefits
Health Insurance
Provident Fund (PF)
Performance Bonus
Yearly Bonus
Fixed Day Shift
Contact Details

Phone: +91 9944135804