Quality Analyst

2 weeks ago

Gurgaon, Haryana, India Bachatt Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Roles and Responsibilities

  • Conduct call audits to ensure quality standards are met.
  • Monitor calls for quality assurance purposes, providing feedback to agents on performance.
  • Participate in call calibrations to align team members' understanding of quality expectations.
  • Utilize QC tools such as CSAT, RCA, and 7QC to identify areas for improvement.
  • Collaborate with the team to implement quality improvements through coaching and training.

Desired Candidate Profile

  • 1-5 years of experience in BPO/call center environment with a focus on quality analysis or monitoring.
  • Strong knowledge of call center operations, sales audit processes, and quality management principles.
  • Excellent communication skills with ability to provide constructive feedback effectively.
  • Proficiency in using various quality tools such as Call Audit, Call Monitoring, Call Calibration software etc.

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