Job Description
We are seeking a Quality Analyst (QA) to join our BPO Customer Service Team. The QA will be responsible for monitoring and evaluating customer interactions to ensure adherence to quality standards, policies, and procedures. This role plays a critical part in driving customer satisfaction, improving agent performance, and enhancing process efficiency.
Key Responsibilities:
Call Monitoring & Evaluation:
Monitor live and recorded customer interactions (calls, chats, or emails) to evaluate service quality, compliance, and adherence to internal guidelines and client expectations.
Feedback & Coaching:
Provide structured, constructive feedback to customer service agents to help improve performance and ensure a consistent customer experience.
Reporting & Documentation:
Maintain detailed QA reports, scorecards, and dashboards. Share regular updates and insights with team leads and management.
Quality Audits:
Conduct periodic audits of transactions and processes to ensure compliance with standard operating procedures.
Collaboration:
Work closely with trainers, team leaders, and operations managers to identify training needs and process improvement opportunities based on QA findings.
Experience:
Minimum 1 year of experience as a Quality Analyst in a BPO or customer service environment.
Familiarity with customer service metrics (e.g., CSAT, FCR, AHT, QA scores).
Skills:
Strong analytical and observational skills.
Excellent communication and interpersonal skills.
Ability to give clear, constructive feedback.
Proficient in Microsoft Excel and QA tools/systems.
For more details or to apply, feel free to call or WhatsApp us at ++1-XXXXXXXXXX.
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Health insurance
Schedule:
Day shift
Rotational shift
UK shift
Experience:
Call Monitoring & Evaluation:: 1 year (Required)
Quality Analyst : 1 year (Required)
BPO Quality Analyst : 1 year (Required)
Quality Audits BPO: 1 year (Required)
Quality Analyst Customer Service: 1 year (Required)
Work Location: In person
Speak with the employer
++1 ++1-XXXXXXXXXX
Key Responsibilities:
Call Monitoring & Evaluation:
Monitor live and recorded customer interactions (calls, chats, or emails) to evaluate service quality, compliance, and adherence to internal guidelines and client expectations.
Feedback & Coaching:
Provide structured, constructive feedback to customer service agents to help improve performance and ensure a consistent customer experience.
Reporting & Documentation:
Maintain detailed QA reports, scorecards, and dashboards. Share regular updates and insights with team leads and management.
Quality Audits:
Conduct periodic audits of transactions and processes to ensure compliance with standard operating procedures.
Collaboration:
Work closely with trainers, team leaders, and operations managers to identify training needs and process improvement opportunities based on QA findings.
Experience:
Minimum 1 year of experience as a Quality Analyst in a BPO or customer service environment.
Familiarity with customer service metrics (e.g., CSAT, FCR, AHT, QA scores).
Skills:
Strong analytical and observational skills.
Excellent communication and interpersonal skills.
Ability to give clear, constructive feedback.
Proficient in Microsoft Excel and QA tools/systems.
For more details or to apply, feel free to call or WhatsApp us at ++1-XXXXXXXXXX.
Job Type: Full-time
Pay: ₹25,000.00 - ₹30,000.00 per month
Benefits:
Health insurance
Schedule:
Day shift
Rotational shift
UK shift
Experience:
Call Monitoring & Evaluation:: 1 year (Required)
Quality Analyst : 1 year (Required)
BPO Quality Analyst : 1 year (Required)
Quality Audits BPO: 1 year (Required)
Quality Analyst Customer Service: 1 year (Required)
Work Location: In person
Speak with the employer
++1 ++1-XXXXXXXXXX
💡 Quick Summary
Seeking a career-building opportunity? The Quality Analyst – BPO Customer Service position is now open for candidates interested in the BPO Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.