Overview
The Quality Analyst will be responsible for driving service excellence in a high‑volume BPO environment. The role involves evaluating customer interactions, ensuring process compliance, and partnering with training/operations to uplift overall performance while protecting customer experience.
Job Description
Key Responsibilities
- Audit calls, chats, and emails for accuracy, compliance, and customer handling standards.
- Identify trends, errors, and opportunities for improving operational performance.
- Prepare detailed quality reports, dashboards, and RCA documents.
- Conduct feedback sessions, coaching, and refresher training when needed.
- Support calibrations with clients and internal leadership teams.
- Ensure SOP adherence and recommend continuous process improvements.
- Drive VOC/NPS improvement initiatives with cross‑functional teams.
- Participate in new process transitions and quality framework set‑ups.
- Work with clients for weekly/monthly business reviews as required.
Required Qualifications
- 1–3 years of QA experience in a BPO/Customer Support environment.
- Experience auditing voice, email, and chat processes.
- Strong communication and presentation skills.
- Expertise in RCA, quality frameworks, and process improvement methodologies.
- Ability to analyze data to derive meaningful insights.
- Comfortable working in fast‑paced BPO operations and rotational shifts.
Skills & Requirements
Quality auditing, Root Cause Analysis (RCA), Data analysis, Quality frameworks, Process improvement, Communication skills, Presentation skills, Customer experience management, SOP adherence, Reporting and dashboarding, Stakeholder management, Coaching and feedback, VOC/NPS analysis
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