Quality Analyst

2 weeks ago

Ambattur Chennai Tamil Nadu, India Praba's VCARE health clinic Pvt ltd Full time ₹ 2,40,000 - ₹ 36,00,000 per year

Key Responsibilities

  • Monitor and evaluate customer interactions (calls, chats, and emails) for quality, accuracy, and adherence to process guidelines.
  • Provide timely, clear, and actionable feedback to agents to support performance improvement.
  • Identify trends and recurring issues through analysis of quality reports and evaluations.
  • Maintain and update quality monitoring forms, scorecards, and calibration documentation.
  • Collaborate with team leads, trainers, and operations managers to address quality gaps.
  • Conduct regular quality audits to ensure compliance with company standards and client expectations.
  • Participate in calibration sessions to ensure consistency across QA evaluators.
  • Prepare weekly and monthly quality reports for leadership and clients.
  • Support new hire training with quality guidelines, process updates, and best practices.
  • Looking for FLUENCY IN TELUGU

Skills & Qualifications

  • Experience in BPO quality monitoring or customer service operations preferred.
  • Strong understanding of call center performance metrics and quality frameworks.
  • Excellent listening, analytical, and communication skills.
  • Ability to deliver feedback in a supportive and constructive manner.
  • Proficiency with quality monitoring tools, CRM systems, and MS Office (Excel, PowerPoint).
  • Strong attention to detail, objectivity, and consistency.
  • Contanct: ANITHA-HR

Job Type: Full-time

Pay: ₹20, ₹30,000.00 per month

Work Location: In person

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