Quality Analyst – Customer Support Department

19 hours ago

Bengaluru, Karnataka, India Black Seedspire Technologies Pvt Ltd Full time ₹ 3,00,000 - ₹ 35,00,000 per year

Job Title: Quality Analyst – Customer Support Department: Quality Assurance

Location: Bengaluru

Employment Type: Full-time Shift

Timing: Day Shift

Experience Required: Minimum 3-4 years in a QA role, preferably in travel or international BPO

Education: Graduate (mandatory); certifications in QA or Six Sigma preferred

Job Summary:

The Quality Analyst is accountable for monitoring and evaluating customer interactions across voice, chat, and email channels to ensure delivery excellence, customer satisfaction, and regulatory compliance within the Travel Helpdesk domain.

Key Responsibilities:

● Monitor and audit daily customer interactions across all channels for process adherence, customer empathy, accuracy, and compliance.

● Evaluate communication effectiveness, issue resolution quality, and procedural compliance through detailed QA scorecards.

● Share structured feedback with agents and collaborate with Team Leaders for coaching and action plans.

● Lead root cause analysis and trend identification on performance dips, customer dissatisfaction, or repeat contacts.

● Actively participate in calibration sessions to ensure inter-rater reliability and QA standard alignment.

● Compile, maintain, and circulate weekly quality dashboards, RCA reports, and process improvement suggestions.

● Drive quality improvement initiatives, process refreshers, and agent upskilling activities.

● Ensure strict data privacy, PCI-DSS, and HIPAA compliance (if applicable).

● Support audit readiness by maintaining complete documentation for internal and external audits.

Required Skills & Competencies:

● In-depth understanding of QA methodologies, call center metrics, and quality frameworks (COPC, ISO, Six Sigma).

● High proficiency in QA monitoring systems (e.g., NICE, Speech Analytics, Verint).

● Excellent analytical skills and attention to detail in report creation and audit trails.

● Capable of giving constructive, behavior-based feedback that drives improvement.

● Strong documentation and verbal communication skills.

● Familiarity with US travel, airline operations, and customer handling scenarios is a strong plus.

Mandatory Requirements:

● Minimum 3-4 years as a QA Analyst in a BPO handling voice/email/chat interactions.

● Experience in a travel domain or US support process is strongly preferred.

● Ability to work rotational shifts and US holidays without restrictions.

● Must demonstrate data integrity, independence in auditing, and confidentiality adherence.

Job Types: Full-time, Permanent

Pay: ₹300, ₹3,500,000.00 per year

Benefits:

  • Paid time off

Work Location: In person

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