Quality Analyst
2 days ago
Now Hiring: Quality Analyst – BPO Operations | Location: Gurugram (Onsite)
Job Title:
Quality Analyst
Work Location:
Gurugram (Onsite)
Education
- Minimum qualification: Graduate
Experience
- 2 to 8 years of total work experience
- Minimum 2 years of experience as a Quality Analyst in a BPO (on paper) is mandatory
Key Responsibilities
- Evaluate live and recorded calls to ensure service quality standards
- Monitor and analyze: Team performance and team strength | Call duration and Average Handling Time (AHT)
- Provide structured and actionable feedback to agents
- Conduct regular call calibration sessions
- Maintain daily/weekly audit count logs
- Ensure adherence to quality frameworks and feedback mechanisms
- Perform DIP checks and maintain accuracy of quality reports
- Prepare quality analysis reports using basic Excel
Required Skills
- Excellent verbal communication in both Hindi and English
- Strong attention to detail and process orientation
- Working knowledge of Basic Excel
- Experience in call audits, feedback processes, and DIP checks
Skills:- Quality audit, Audit management, Customer Service, Customer Relationship Management (CRM), Customer Support, Customer Success, Customer Retention and Business Process Outsourcing (BPO)
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