Quality Analyst

12 hours ago

Salt Lake Kolkata West Bengal, India Prima Omega Marketing Pvt Ltd Full time

Core responsibilities

  • Monitoring and Auditing: Regularly review customer interactions (calls, chats, emails) to assess service quality, accuracy, and compliance with scripts and policies.
  • Performance Analysis: Analyze call and performance data to identify trends, patterns, and areas for improvement.
  • Agent Feedback and Coaching: Provide one-on-one feedback to agents based on audit findings and deliver targeted coaching to improve performance.
  • Reporting: Prepare and present daily, weekly, and monthly reports on quality scores, agent performance, and key findings to management.
  • Process Improvement: Work with management and operations to identify and implement process improvements that enhance customer satisfaction and operational efficiency.
  • Training: Assist in training new and existing agents, conduct refresher sessions, and help develop training materials.
  • Compliance: Ensure all activities comply with internal policies, procedures, and relevant regulatory standards.
  • Quality Assurance: Help develop and implement quality assurance policies and strategies.

Key skills and qualifications

  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal abilities
  • Attention to detail and a commitment to accuracy
  • Ability to work under pressure and handle multiple tasks
  • Proficiency in data analysis and reporting
  • Experience in a BPO or call center environment is often required
  • Familiarity with quality assurance principles

Job Type: Full-time

Pay: ₹18, ₹22,000.00 per month

Work Location: In person

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