Quality Analyst – BPO

Key Responsibilities

Monitor and evaluate customer calls, chats, and other customer interactions.

Conduct quality audits using defined quality parameters and scorecards.

Identify errors, process gaps, and areas requiring improvement.

Perform RCA (Root Cause Analysis) for recurring quality and performance issues.

Conduct ACPT activities and track identified gaps through to closure.

Provide constructive feedback and coaching to customer service executives.

Prepare daily, weekly, and monthly quality reports and MIS.

Track quality scores, KPIs, SLAs, and process performance.

Conduct calibration sessions with Operations and Quality teams.

Identify recurring defects and recommend corrective and preventive actions.

Ensure adherence to SOPs, company policies, process guidelines, and compliance requirements.

Maintain quality audit records and follow up on improvement action plans.

Support process improvement and customer experience initiatives.

Required Qualifications and Skills

Graduate in any discipline.

1–3 years of experience as a Quality Analyst in BPO / Customer Service / Call Centre.

Experience in voice or blended processes preferred.

Good knowledge of quality auditing and monitoring.

Strong understanding of RCA and process improvement.

Knowledge of ACPT and quality tracking.

Good communication and interpersonal skills.

Strong analytical and problem-solving abilities.

Good knowledge of MS Excel and MIS reporting.

Ability to work with Operations and Quality teams.

Key Skills

Quality Analysis | BPO | Quality Auditing | Call Monitoring | RCA | ACPT | KPI | SLA | Process Compliance | MIS Reporting | MS Excel | Customer Service | Process Improvement | Coaching & Feedback

Pay

₹380,000.00 - ₹420,000.00 per year

Benefits

Health insurance

Provident Fund

Work Location

In person