Quality Analyst

2 days ago

Gomtinagar Lucknow Uttar Pradesh, India E-Spirits IT Services Full time ₹ 2,40,000 - ₹ 4,80,000 per year

Role Overview

We are looking for a Quality Analyst (QA) to monitor and evaluate customer interactions in our BPO process. The QA will ensure that every call/chat meets company standards for quality, compliance, and customer satisfaction, while providing feedback and coaching to agents for continuous improvement.

Key Responsibilities

  • Monitor and evaluate inbound/outbound calls, chats, and emails for quality and compliance.
  • Identify gaps in customer service and provide actionable feedback to agents.
  • Develop and update quality monitoring forms, scorecards, and reports.
  • Conduct regular calibration sessions with team leaders and managers to ensure consistency.
  • Share insights with management to improve training and process efficiency.
  • Ensure adherence to policies, compliance requirements, and client expectations.
  • Maintain accurate quality records and dashboards.

Required Skills & Experience

  • Graduate in any discipline.
  • 1–3 years of experience as a Quality Analyst in a BPO/Contact Centre.
  • Strong knowledge of quality monitoring tools and methodologies.
  • Excellent listening, analytical, and report-writing skills.
  • Good communication and interpersonal skills to deliver feedback effectively.
  • Ability to work in a fast-paced environment and manage multiple tasks.

Nice-to-Have Skills

  • Familiarity with CRM tools, call monitoring software, or speech analytics platforms.
  • Knowledge of customer experience metrics (CSAT, NPS, FCR, etc.).
  • Experience in voice and non-voice processes.

What We Offer

  • Competitive salary package
  • Growth and career development opportunities
  • Friendly and collaborative work environment

Job Type: Full-time

Pay: ₹10, ₹40,000.00 per month

Work Location: In person

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