Quality Analyst

5 days ago

Coimbatore, Tamil Nadu, India Adam&Eve Inc Full time ₹ 2,50,000 - ₹ 3,00,000 per year

*CANDIDATE MUST BE FLUENT IN HINDI*

Key Responsibilities:

 Monitor and evaluate customer interactions (calls) to assess quality, accuracy, and

customer experience.

 Audit transactions based on defined parameters and provide detailed feedback to

agents and supervisors.

 Identify process gaps, recurring errors, and training needs, and work with the

training and operations teams for corrective actions.

 Maintain reports, dashboards, and quality scorecards.

 Analyze trends in quality scores and suggest improvement plans.

 Support process improvement initiatives and customer satisfaction goals.

 Ensure all evaluations are completed within the defined timelines and maintain data

accuracy.

 Create and update QA forms, checklists, and audit templates when required.

 Provide coaching or conduct refresher training for agents when necessary.

Key Skills

 Strong analytical and attention-to-detail skills.

 Excellent communication in HINDI and interpersonal skills.

 Good understanding of customer service metrics and KPIs (CSAT, FCR, AHT, etc.).

 Ability to give constructive feedback and drive improvement.

 Sound process knowledge and ability to identify root causes of quality issues.

Qualifications & Experience:

 Graduate in any discipline and HINDI PROFICIENCY

 1–3 years of experience as a Quality Analyst in a BPO / customer support / contact

center environment (preferred).

 Certification in Quality or Process Excellence (Six Sigma, COPC, etc.) is a plus.

CONTACT

/

Job Types: Full-time, Permanent

Pay: Up to ₹25,000.00 per month

Benefits:

  • Flexible schedule
  • Food provided
  • Health insurance
  • Paid sick time
  • Provident Fund

Work Location: In person

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