Quality Analyst

5 days ago


Coimbatore, Tamil Nadu, India Vserve Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Job Summary:

We are looking for a detail-oriented and proactive Quality Analyst to assess and

improve the quality of customer interactions across both voice and non-voice

channels. The ideal candidate will ensure compliance with process standards,

improve customer experience, and support team development through coaching and

feedback.

Key Responsibilities:


• Monitor, review, and evaluate inbound and outbound voice and non-voice

interactions.

• Provide regular feedback to customer service agents to improve quality and

performance.

• Identify training needs and recommend process improvements.

• Maintain and update quality monitoring scorecards and reporting.

• Collaborate with team leads and operations to align on performance goals.

• Conduct RCA (Root Cause Analysis) for quality issues and suggest corrective

actions.

• Ensure adherence to company policies, compliance, and quality standards.

• Participate in calibration sessions with stakeholders to maintain consistency.

Requirements:

• Minimum 1-3 years of experience as a QA in a BPO/customer service

environment.

• Hands-on experience evaluating both voice and non-voice interactions.

• Strong communication, interpersonal, and analytical skills.

• Proficient in MS Excel, reporting tools, and QA management systems.

• Ability to work independently and handle multiple tasks effectively.

• Attention to detail with a strong focus on quality and compliance.


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