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Quality Analyst - USA BPO

Quality Analyst - USA BPO

assistaraNoida, Uttar Pradesh, India
23 hours ago
Job description

LOCATION : NOIDA SEC 136

SALARY : 4.80 LAC MAX

SHIFT : NIGHT SHIFT

Role Description

We are seeking a Quality Analyst (QA) with experience in US-based voice BPO processes . The QA will be responsible for monitoring, evaluating, and improving the quality of customer interactions to ensure compliance with company policies, client expectations, and regulatory requirements.

Key Responsibilities :

  • Monitor inbound and outbound calls, chat, or email interactions to evaluate agent performance and service quality.
  • Audit customer interactions to ensure adherence to process guidelines, scripts, and compliance standards.
  • Identify communication, process, and behavioral gaps and provide constructive feedback to agents and team leaders.
  • Prepare and present daily / weekly / monthly quality reports and performance insights.
  • Collaborate with Operations, Training, and Process Excellence teams to drive continuous improvement.
  • Conduct calibration sessions with clients and internal teams to align quality parameters.
  • Maintain updated knowledge of process workflows, client expectations, and quality standards.
  • Support new process migrations and identify quality training needs.

Required Skills & Qualifications :

  • Bachelor’s degree or equivalent education.
  • Minimum 1–3 years of experience as a Quality Analyst in a US voice process (Customer Support, Sales, or Technical Support).
  • Excellent listening, analytical, and communication skills (verbal and written).
  • Strong understanding of quality monitoring tools, scorecards, and reporting metrics.
  • Proficient in MS Excel , Google Sheets , and quality reporting systems.
  • Flexible to work in US shifts (night shifts) .
  • Strong attention to detail, empathy, and a process-oriented mindset.

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    Quality Analyst • Noida, Uttar Pradesh, India