QUALITY ANALYST BPO

7 days ago

New Delhi, India IEnergizer Full time

Company Overview

iEnergizer is a renowned leader in the Business Process Outsourcing sector, providing exceptional customer management solutions. The company partners with clients to enhance their market presence through comprehensive life-cycle customer support services, including sales, customer care, technical support, and back-office services. iEnergizer caters to a wide range of industries with services tailored to Fortune 500 companies, focusing on excellent service delivery, cost efficiency, and an exemplary customer experience. Visit us at iEnergizer .


Job Overview

This is a full-time junior-level position for a Quality Analyst within our BPO division, based in New Delhi, Noida, Ghaziabad, or Faridabad. The role offers a salary of up to 32,000 INR CTC per month. We are seeking candidates with 1 to 3 years of experience in quality analysis, particularly those who have a background working in the BPO industry. The successful candidate will play a crucial part in maintaining high-quality standards in our call and back-office services.


Key Responsibilities

  • Monitor live and recorded calls, chats, or emails to evaluate agent performance.
  • Provide detailed feedback to agents on quality scores and areas of improvement.
  • Maintain and analyze QA reports to track performance trends.
  • Conduct quality audits and share regular MIS and dashboards with management.
  • Collaborate with team leaders and trainers to drive performance improvements.
  • Assist in the development and implementation of quality standards and processes.
  • Provide refresher sessions to agents based on error trends and quality gaps.
  • Participate in client calibration sessions and internal reviews.


Required Skills & Qualifications

  • Bachelors degree in any discipline.
  • 13 years of experience in a quality analyst role (preferably in a domestic voice process).
  • Good command of Hindi and English (verbal and written).
  • Strong listening, analytical, and communication skills.
  • Proficient in MS Excel, Word, and call auditing tools.
  • Ability to work independently and as part of a team.
  • Detail-oriented with strong documentation and reporting skills.


Preferred Attributes

  • Exposure to quality improvement techniques is a plus.

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