Quality Analyst BPO

3 days ago

Karol Bāgh, Delhi, India Atiya healthcare group Full time ₹ 1,80,000 - ₹ 3,60,000 per year

A BPO Quality Analyst monitors, evaluates, and improves the performance of customer service agents or teams. Their goal is to ensure compliance with client standards, internal processes, and industry regulations.

  • Listen to recorded or live calls (voice) or review chats/emails (non-voice) for quality assurance.
  • Evaluate agent performance based on predefined quality metrics.
  • Provide constructive feedback to agents.
  • Collaborate with team leaders to coach underperforming agents.
  • Maintain QA reports, dashboards, and trackers.
  • Analyze trends to identify performance gaps and training needs.
  • Strong analytical and observational skills.
  • Excellent communication and feedback delivery.
  • Proficiency in QA tools (e.g., NICE, Verint, QM tools).
  • Knowledge of call center metrics (CSAT, FCR, AHT, etc.).
  • Detail-oriented and process-driven mindset.
  • Ability to handle large volumes of data/reviews.

Job Type: Full-time

Pay: ₹15, ₹30,000.00 per month

Benefits:

  • Health insurance

Work Location: In person

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