Quality Analyst

4 weeks ago

Solapur, India Three Across Full time
Position: Quality Analyst – International BPO

Location: Navi Mumbai

Job Type: Full-time

Job Overview:

We are seeking a detail-oriented and experienced Quality Analyst (QA) to monitor and evaluate customer interactions, ensuring the highest standards of service quality are maintained. The QA will be responsible for conducting call monitoring, identifying areas for improvement, and working closely with the operations team to drive improvements in performance and customer satisfaction.

Key Responsibilities:

Quality Monitoring: Listen to and review inbound and outbound calls, chat, or email interactions to ensure adherence to company standards and protocols.

Performance Evaluation: Evaluate agents based on defined KPIs such as call quality, adherence to script, soft skills, resolution accuracy, and overall service efficiency.

Feedback & Coaching: Provide timely feedback to agents and team leaders to drive continuous improvement in service quality.

Reporting: Generate detailed reports on call quality metrics and provide insights to the operations team for improving performance.

Process Improvement: Collaborate with team leaders and trainers to identify training needs, create action plans for underperforming agents, and refine operational processes.

Customer Satisfaction: Ensure that the quality of service delivered aligns with client expectations and helps to enhance overall customer satisfaction (CSAT).

Compliance: Ensure that all interactions comply with legal and regulatory requirements, including data protection and privacy standards.

Call Calibration: Participate in regular calibration sessions with the client and internal teams to align on scoring and feedback methodologies.

Key Requirements:

Experience: Minimum 1-2 years of experience as a Quality Analyst in an international BPO setup.

Communication Skills: Fluent in English with excellent written and verbal communication abilities. Proficiency in other languages like Spanish or French is a plus.

Analytical Skills: Strong ability to analyze interactions and identify areas for improvement, backed by sound judgment.

Attention to Detail: High level of attention to detail and the ability to document evaluations clearly and concisely.

Technology Skills: Proficient in Microsoft Office, particularly Excel, and familiar with CRM systems and quality monitoring tools (e.g., NICE, Verint).

Preferred Qualifications:

Call Center Expertise: Prior experience in handling quality monitoring for voice support in an international BPO environment.

Knowledge of KPIs: Familiarity with common customer service KPIs such as CSAT, NPS (Net Promoter Score), and AHT (Average Handling Time).

Problem-Solving Skills: Ability to recommend process enhancements based on quality evaluation findings.

Certifications: Certifications in quality management systems (such as Six Sigma) are a plus but not mandatory.

  • Data Analyst

    1 week ago

    Solapur, India DraconX Full time

    Company Description DraconX LLC is a technology company specializing in MVP development, custom software solutions, AI-driven insights, and technical support. Founded by industry experts, we empower startups and enterprises with scalable, high-quality products. We believe in pushing the boundaries of technology to deliver strategic and efficient solutions...

  • Product Analyst

    5 days ago

    Solapur, India RevX Full time

    Role Overview:We are looking for a Product Data Analyst to join our team and play a pivotal role in shaping product strategies with data-driven insights. This role is ideal for someone with strong analytical skills, technical expertise, and a deep understanding of AdTech concepts like attribution, tracking, supply optimization, and campaign performance....

  • Research Associate

    2 weeks ago

    Solapur, India Mindcase Full time

    About Us:Mindcase is an advanced AI tool designed to assist knowledge and data teams in solving complex research challenges. Our tool aims to streamline repetitive research tasks and enhance research quality, helping clients deliver high-value insights efficiently.Job Summary:We are seeking a Research Analyst with experience in knowledge services to join our...

  • Technical Project Manager

    1 week ago

    Solapur, India Thrymr Software Full time

    Job Title: Technical Project ManagerAbout the Role:We are looking for a motivated and experienced Technical Project Manager to lead and deliver technical projects. You will work closely with cross-functional teams including developers, architects, business analysts, QA engineers, and other stakeholders, ensuring projects are completed on time, within scope,...

  • Data Engineer

    4 weeks ago

    Solapur, India Bonzer Business Solutions Pvt. Ltd. Full time

    As part of the team, you will be responsible for building and running the data pipelines and services that are required to support business functions/reports/dashboard.. We are heavily dependent on BigQuery/Snowflake, Airflow, Stitch/Fivetran, dbt , Tableau/Looker for our business intelligence and embrace AWS with some GCP.As a Data Engineer you’ll...

  • Automation Test Analyst

    2 weeks ago

    Solapur, India HCLTech Full time

    Role & Responsibilities:Develop and maintain automated test scripts using Python.Design, implement, and execute automated tests to ensure software quality.Identify, document, and track bugs and issues.Work closely with developers to resolve bugs and improve software.Continuously improve testing frameworks and processes.Analyze test results and prepare...

  • Team Lead

    5 days ago

    Solapur, India VNC Global Full time

    Role in ClientsEnsure client work is completed per the agreed scope of work.Maintain detailed knowledge of each client in the portfolio and provide timely project status reports.Manage and review the project management system daily for task tracking and team time recording.Monitor and respond to client/team communications within defined timeframes.Coordinate...

  • Data Analytics Leader for Digital Transformation

    4 days ago

    Solapur, Maharashtra, India SigniTeq Full time

    SigniTeq is seeking a seasoned Data Analytics Leader to spearhead our digital transformation initiatives. As a key member of our team, you will be responsible for driving the implementation and management of Adobe Analytics solutions across our organization.We are looking for a highly skilled professional with 5+ years of experience in leading, architecting,...

  • Technology Lead/ Analyst/developers- node.js

    4 months ago

    Solapur, India Infosys Finacle Full time

    Work Location: Bangalore, Chennai, Hyderabad, PuneFinacle is a flagship Banking Product from Infosys. We are looking for talents for our Product R&D team to work on ever evolving Banking Platform.As part of the Product R&D team you will be responsible for building components, integrating components to business flows, understand scalability needs, ingrain...

  • SAP Automation Tester

    5 days ago

    Solapur, Maharashtra, India Tata Consultancy Services Full time

    About the OpportunityWe are looking for a skilled SAP Automation Tester to join our team at Tata Consultancy Services (TCS). As an SAP Automation Tester, you will be responsible for designing, developing, and maintaining automated test scripts using Worksoft Certify for SAP applications.Job DescriptionIn this role, you will work closely with business...

  • Data Engineer

    4 weeks ago

    Solapur, India Truelancer.com Full time

    Job Title: Data Engineer - DBT (Data Build Tool)Experience: 5-8 yrsMust-Have Skills: Airflow, S3, Snowflake, SQL/No SQL, Talend, AWSEssential Skills, Education and Experience:Should have a B.E. / B.Tech. / MCA or equivalent degree along with 4-7 years of experience in Data EngineeringStrong experience in DBT concepts like Model building and configurations,...

  • Principal Consultant – Pricing Strategy

    4 weeks ago

    Solapur, India Monetizely Full time

    About UsAt Monetizely, we are at the forefront of helping high-growth SaaS companies achieve scalable revenue by crafting innovative and impactful pricing strategies. Backed by extensive industry expertise, we partner with organizations across all growth stages, from startups to post-IPO, delivering customized pricing solutions aligned with market demands...

  • Genpact | Customer Support Specialist

    6 days ago

    Solapur, India Genpact Full time

    Hi Applicant,Hope you are doing well. We are seeking Customer Support Specialist for Gurgaon.Below is the JD attached, please find the same.Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and...