Quality Analyst

2 days ago

Delhi NCR, India 1Point1 Full time US$ 90,000 - US$ 1,20,000 per year

Key Responsibilities

• Monitor live and recorded calls, chats, or emails to evaluate agent performance.

• Provide detailed feedback to agents on quality scores and areas of improvement.

• Maintain and analyze QA reports to track performance trends.

• Conduct quality audits and share regular MIS and dashboards with management.

• Collaborate with team leaders and trainers to drive performance improvements.

• Assist in the development and implementation of quality standards and processes.

• Provide refresher sessions to agents based on error trends and quality gaps.

• Participate in client calibration sessions and internal reviews.

Required Skills & Qualifications


• 13 years of experience in a quality analyst role

• Good command of Hindi and English (verbal and written).

• Strong listening, analytical, and communication skills.

• Proficient in MS Excel, Word, and call auditing tools.

• Ability to work independently and as part of a team.

• Detail-oriented with strong documentation and reporting skills.

Preferred Attributes

• Exposure to quality improvement techniques is a plus.

Interested candidates call or what's app your CV to HR

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