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Quality Analyst BPO/BPM

4 weeks ago


Gurugram, India Quampetence Business solutions pvt ltd Full time


Quality Analyst BPO/BPM (Chat, Email & Voice Process)

Experience - 1-2 Years

Location - Gurugram

Salary - 30000 per month only

Shift Timings - Rotational shift (6 days working)



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.