Quality Analyst

6 days ago


Navi Mumbai, Maharashtra, India BROCUS IT SOLUTIONS PVT LTD Full time ₹ 2,50,000 - ₹ 6,00,000 per year
  1. Job brief: The Quality Analyst is responsible for monitoring, evaluating, and improving the quality of Sales or customer service provided by agents in a BPO environment. This role involves assessing interactions, ensuring compliance with company standards, identifying training needs, and working with stakeholders to enhance overall service delivery.

Roles and responsibilities:


• Assess and evaluate customer interactions (calls, chats, emails, or tickets) to ensure adherence to technical and service quality standards.


• Identify areas of improvement in troubleshooting processes, product knowledge, and communication skills.


• Provide detailed feedback to agents and team leads on technical performance and quality assurance findings.


• Generate reports on quality trends, agent performance, and process gaps.


• Present data-driven insights to management to enhance overall service quality.


• Assist in root cause analysis for recurring technical issues and customer dissatisfaction.


• Develop and maintain quality scorecards and reports.


• Work closely with trainers and team leaders to design training programs based on quality audits.


• Conduct quality calibration sessions to ensure uniform evaluation across teams.


• Provide coaching sessions to agents to enhance technical troubleshooting skills.

Required Skills:


• Candidates must be comfortable working in the night shift and working from office.


• Excellent written and verbal communication.


• Must be well versed with VOC, AHT, QC Tools, Fatal/Non-Fatal Parameters, and methodologies.


• Strong knowledge of IT troubleshooting, technical support processes, and service management frameworks
• Candidates from international BPO backgrounds are preferred.

Perks & Benefits: ✓ Incentives ✓ Benefits of Insurance ✓ 5 Working Days ✓ US Shifts


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