Senior Quality Analyst

5 days ago

Chennai, Tamil Nadu, India Casagrand Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Description: Quality Analyst

NOTE : Kindly mention my name " Nivetha " in the entry form or interview form and give me the call once you reach the office.

Location: Chennai, Tamil Nadu, India

Experience: 2-6 years

Preference: Both Male & Female candidates

Role & responsibilities

We are looking for an experienced Quality Analyst (QA) to join our BPO team. The QA will be responsible for monitoring and evaluating customer interactions across calls, chats, and emails to ensure compliance with quality standards and client expectations. The role requires excellent analytical skills, attention to detail, and the ability to provide constructive feedback to drive continuous improvement in performance and customer experience.

Key Responsibilities

  • Monitor and evaluate calls, chats, and emails to assess process adherence, accuracy, and customer experience.
  • Identify gaps, trends, and improvement areas in agent performance.
  • Provide timely feedback and coaching to agents and supervisors.
  • Conduct regular calibration sessions with internal teams and clients to align on quality standards.
  • Maintain quality reports, dashboards, and audit records accurately.
  • Collaborate with training and operations teams to implement corrective actions.
  • Ensure compliance with company policies, process guidelines, and regulatory standards.
  • Drive process improvements to enhance efficiency and customer satisfaction.

Required Skills & Competencies

  • 26 years of experience as a Quality Analyst in a BPO/Contact Center environment.
  • Strong knowledge of QA methodologies, call monitoring, and auditing tools.
  • Excellent verbal and written communication skills.
  • Proficiency in MS Excel, Word, PowerPoint for reporting and analysis.
  • Strong analytical, problem-solving, and feedback delivery skills.
  • Ability to multitask and meet deadlines in a fast-paced environment.

Preferred candidate profile

Both Male & Female

If Interested Candidates are requested to share your updated resume to and call

Thanks,

Nivetha HR

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