Call Quality Analyst-BPO

6 days ago

Noida Sector Noida Uttar Pradesh, India Henry Harvin Education Full time ₹ 18,20,000 - ₹ 30,40,000 per year

Job Summary:

We are seeking a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the quality of processes and customer interactions. The role involves auditing calls, chats, and operational workflows to ensure compliance with company standards and deliver the best customer experience. The QA will also provide insights and recommendations to improve performance and process efficiency.

Key Responsibilities:

  • Conduct quality audits of customer interactions (calls, emails, chats) to ensure adherence to communication standards, scripts, and compliance guidelines.
  • Identify gaps and improvement areas in team performance and process execution.
  • Provide constructive feedback and actionable insights to the operations or customer service teams.
  • Prepare daily, weekly, and monthly quality reports and maintain audit data.
  • Work closely with training and operations teams to implement quality improvement initiatives.
  • Create and update QA checklists, scorecards, and standard operating procedures (SOPs).
  • Support in root cause analysis (RCA) for escalations and errors.
  • Participate in calibration sessions to align quality standards across teams.

Requirements:

  • Bachelor's degree in any discipline (MBA preferred for senior roles).
  • 1–4 years of experience as a QA or Call Quality Analyst (BPO, EdTech, or Customer Support domain preferred).
  • Strong understanding of quality frameworks and process auditing.
  • Excellent communication and listening skills.
  • Proficiency in MS Excel / Google Sheets and report presentation.
  • Attention to detail and ability to identify patterns or recurring issues.

Job Types: Full-time, Permanent

Pay: ₹15, ₹26,000.00 per month

Benefits:

  • Flexible schedule
  • Health insurance
  • Leave encashment
  • Life insurance
  • Paid sick time
  • Paid time off
  • Provident Fund

Location:

  • Noida Sector 16, Noida, Uttar Pradesh (Required)

Work Location: In person

Speak with the employer

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