Quality Analyst

19 hours ago

Noida, Uttar Pradesh, India Amar Ujala Full time ₹ 8,00,000 - ₹ 12,00,000 per year

We are seeking a detail-oriented and proactive Quality Analyst to join our Customer Service team. The Quality Analyst will monitor and evaluate customer interactions to ensure service quality and compliance with company standards, identify areas for improvement, and provide actionable feedback to enhance overall customer experience.

Role & Responsibilities:

  • Monitor and evaluate inbound and outbound calls for quality, compliance, and adherence to company policies and procedures.
  • Analyze call recordings and customer interactions to assess agent performance.
  • Provide timely and constructive feedback to agents to improve call quality and customer satisfaction.
  • Develop and maintain quality assurance documentation including scorecards, reports, and performance metrics.
  • To identify training needs based on quality trends.
  • Track key performance indicators (KPIs) and prepare regular reports for management.
  • Participate in root cause analysis of quality issues and recommend corrective actions.
  • Ensure compliance with regulatory requirements and company standards during calls.
  • Support continuous improvement initiatives to enhance customer service delivery.

Qualification:

Bachelors degree in Business, Communications, or a related field preferred.

Key Area:

  1. Proven experience (2+ years) as a Quality Analyst or similar role in a call center environment.

  2. Strong understanding of call center operations and customer service best practices.

  3. Excellent analytical and problem-solving skills.

  4. Strong attention to detail and ability to maintain accuracy.

  5. Effective communication and interpersonal skills.

  6. Proficient in MS Office (Excel, Word, PowerPoint) and quality monitoring tools.

  7. Ability to work under pressure and meet deadlines.

  8. Should be good both Hindi and English

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