BPO Quality Analyst

7 hours ago

Mohali, Punjab, India KV Group Full time ₹ 4,50,000 - ₹ 9,00,000 per year

Job Description:

We are seeking a meticulous and detail-oriented Call Quality Analyst to join our team. The Call Quality Analyst will monitor and evaluate the quality of calls made by our customer service representatives and Sales team to ensure compliance with company policies and standards. The ideal candidate will have excellent communication skills, a keen eye for detail, and the ability to provide constructive feedback to improve performance.

Responsibilities:

  • Performs call monitoring and provides feedback to the agents.
  • Use a quality monitoring data management system to compile and track performance at team and individual levels.
  • Assess call quality based on predefined criteria, including adherence to scripts, professionalism, accuracy of information provided, and overall customer satisfaction.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Identify areas for improvement and provide feedback to individuals or teams to enhance performance.
  • Compile and analyze data to identify trends and patterns in call quality and customer service performance.
  • Collaborate with managers and team leaders to develop and implement strategies for improving call quality and customer satisfaction.
  • Provide actionable data to various internal support groups as needed.
  • Prepare and analyze internal and external quality reports for management staff review.
  • Maintain accurate records of evaluations and provide regular reports to management.
  • Perform other duties as assigned.

Qualification and Skills Set-

  • Minimum 2 years of relevant Experience.
  • Bachelor's Degree a must. Excellent verbal, written, and interpersonal communication skills;
  • Meticulous attention to detail and the ability to maintain accuracy in a fast-paced environment.
  • Ability to provide constructive feedback in a positive and professional manner.
  • Proficiency in using call monitoring software and other relevant tools.
  • Must be a self-motivator and self-starter;
  • Exceptional listening and analytical skills;
  • Solid time management skills;
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel)

  • Quality Analyst BPO

    1 week ago

    Mohali, Punjab, India Skyway Solution Full time ₹ 4,00,000 per year

    Quality Analyst – Domestic BPO Location: MohaliExperience: 1+ year as QA in BPO (Documented experience)Inbound/Outbound Sales experienceQualification: Graduate Salary: Up to 4 LPA 6 Days working Good Communication Skills required. Required Candidate profileApply Now: Contact: -Bhumika Gupta

  • Quality Analyst

    2 weeks ago

    Mohali, Punjab, India vineforce IT services Pvt Ltd Full time ₹ 1,22,439 - ₹ 4,89,184 per year

    Job DescriptionVineforce IT Services Pvt Ltd is looking for the proficient Quality Analyst who can meet our client requirements. Candidates should be able Implement and monitor test scripts to assess functionality, reliability, performance, and quality of the service or product.Quality Analyst Responsibilities:Develop and execute test plans to ensure that...

  • WFM Executive – BPO Operations

    3 days ago

    Mohali, Punjab, India Ditinus Technology Private Ltd. Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    We are looking for a proactive and detail-orientedWorkforce Management (WFM) Executiveto join our BPO Operations team. The ideal candidate will have prior experience inBPO workforce planning, scheduling, and real-time management, with an added advantage for those who have handledtravel industry processes.You will play a key role in ensuring staffing...

  • Quality Analyst

    2 days ago

    Mohali, Punjab, India Softweaver Technologies Full time ₹ 2,50,000 - ₹ 30,00,000 per year

    We are urgently hiring for a Quality AnalystJob Summary:We are looking for a detail-oriented and proactive Quality Analyst to join our team. The role involves ensuring the delivery of high-quality software by performing manual and automated testing, identifying bugs, and collaborating with developers to resolve issues.Key Responsibilities:Review...

  • BPO Intern

    2 weeks ago

    Mohali, Punjab, India SourceMash Technologies Pvt. Ltd. Full time ₹ 1,50,000 - ₹ 2,50,000 per year

    Job Title: BPO Interns Night ShiftLocation: Mohali, PunjabType: Full-time InternshipAbout the Role:We're seeking enthusiastic BPO Interns who are eager to learn and gain hands-on experience in customer support. This internship is ideal for freshers or students looking to start their career in the BPO industry.Key Responsibilities:Assist in handling customer...

  • Quality Analyst

    1 week ago

    Mohali, Punjab, India bCoder Castle Pvt. Ltd. Full time ₹ 9,41,129 per year

    Job SummarybCoder castle pvt. ltd.Address:- F-250, Industrial area, Phase 8B, Sector 74, Mohali Punjab5 days working jobWe are looking for an enthusiastic and detail-oriented Quality Analyst to join our QA team. The ideal candidate will have 6 months of hands-on experience in manual testing, a strong eye for detail, and the ability to ensure product quality...

  • Quality Analyst

    1 week ago

    Mohali, Punjab, India SPECTRAFORCE Full time ₹ 3,50,000 - ₹ 8,00,000 per year

    Roles and ResponsibilitiesConduct call audits to identify areas of improvement in customer service quality.Provide feedback to agents on their performance, highlighting strengths and weaknesses.Monitor calls using BPI tools to ensure adherence to quality standards.Perform quality monitoring activities to maintain high-quality services.Identify opportunities...

  • Quality Analyst

    1 week ago

    Mohali, Punjab, India Devout Tech Consultants Full time

    About the RoleWe're looking for a passionate and detail-oriented Quality Analyst (QA) to join our team. The ideal candidate should have hands-on experience in manual testing and a good understanding of web development processes. You'll play a key role in ensuring our web applications meet the highest standards of quality, performance, and user experience.Key...

  • Process Manager( KPO/BPO)

    1 week ago

    Mohali, Punjab, India Lakhera Global Services Pvt Ltd. Full time ₹ 6,30,000 - ₹ 8,40,000 per year

    Job Description – Process ManagerLocation: Mohali, ChandigarhCompany: Lakhera Global Services Pvt. Ltd.Industry: Multi-Project Business OperationsAbout UsLakhera Global Services Pvt. Ltd. is a leading organization in education marketing, working with top universities across India. As part of our growth vision, we are transitioning into a process-driven,...

  • Quality Analyst- Fresher

    11 hours ago

    Mohali, Punjab, India Sunfocus Pvt Full time ₹ 1,20,000 - ₹ 1,44,000 per year

    Job Title: Quality AnalystCompany: Sunfocus SolutionsLocation: Phase 8, Industrial Area, MohaliExperience : FresherShift- Night \RotationalJob Type: Full-timeJob Summary: Sunfocus Solutions is hiring Quality Analysts to join our team in Mohali. We're looking for candidates with good communication skills and have awareness of software testing or quality...