Quality Analyst

3 weeks ago

NCR, India 1Point1 Full time

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


• 13 years of experience in a quality analyst role
• 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.

Interested candidates call or what's app your CV to HR

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