Quality Analyst

5 days ago


Mumbai City District, India Intellihealth Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

Job Description:

We are seeking an experienced Quality Auditor with a strong background in BPO operations. The candidate will be responsible for monitoring, evaluating, and improving quality performance through audits, coaching, training, and actionable insights. A strong command of audit frameworks, and performance improvement methodologies is essential.

Job Responsibilities:

Monitor and evaluate inbound/outbound calls and customer interactions to ensure consistent quality standards

Provide realtime feedback and ongoing coaching to agents, highlighting critical and noncritical errors

Analyze performance metrics and trendssuch as audit scores, FCR, CSAT—and prepare daily, weekly, and monthly quality reports

Conduct random and scheduled audits, including compliance and BI checks, adhering to SLAs and process standards

Participate in calibration sessions and ensure alignment with internal/external quality standards

Document quality issues, rootcause analysis, and suggested improvements using Excel and dashboards.

Preferred candidate profile



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