Quality Assurance

Job Summary :

We are looking for a detail-oriented and analytical Quality Analyst (QA) to join our BPO operations team. The ideal candidate will be responsible for monitoring, evaluating, and improving the quality of customer interactions (Voice, Chat, or Email) to ensure the highest level of customer satisfaction and adherence to process standards.

Key Responsibilities :

• Monitor and evaluate calls, chats, and emails to ensure process compliance and customer service quality.
• Provide constructive feedback and coaching to agents to improve performance.
• Conduct calibration sessions with Operations and Training teams to align quality parameters.
• Prepare daily, weekly, and monthly quality reports and dashboards.
• Identify trends and provide insights to improve process efficiency and customer satisfaction.
• Conduct refresher sessions based on quality gaps and audit findings.
• Participate in client calibration sessions and BQM (Business Quality Management) reviews.
• Ensure adherence to SOPs , quality frameworks, and compliance standards.

Required Skills & Qualifications :

✅ Minimum 1 Year experience as a QA in a BPO (Voice / Chat / Email Process)

✅ Excellent knowledge of QA tools, audit methods, and metrics

✅ Hands-on experience with 7 QC Tools, CSAT, and call calibration techniques

✅ Proficiency in MS Excel and report preparation

✅ Strong analytical, communication, and feedback delivery skills

✅ Graduate in any discipline (mandatory)

Education

Bachelor in General Studies (BGS), Bachelor in Hotel Management (B.H.M), Bachelor of Liberal Arts (BLA / ALB), Bachelor of Homeopathic Medicine and Surgery (BHMS), Bachelor of Business Administration (B.B.A), MBBS, Bachelor of Applied Science (BAS), Bachelor Of Pharmacy (B.Pharm), Bachelors of Law (B.L / L.L.B), Bachelor of Commerce (B.Com), Bachelor Of Computer Application (B.C.A), Bachelor of Dental Surgery (B.D.S), Bachelor of Ayurvedic Medicine and Surgery (BAMS), Bachelor of Social Work (B.S.W), Bachelor of Arts (B.A), Bachelor of Architecture (B.Arch), Bachelor of Music, Bachelor of Science (B.Sc), Bachelor of Interdisciplinary Studies, Bachelor of Health Science, Bachelor Of Technology (B.Tech / B.E), Bachelor of Education (B.Ed), Bachelor of Music Education (B.M.E.)

Skills Required

Selenium, Test Automation, Api Testing, Sql, Manual Testing, Performance Testing, Regression Testing, Bug Tracking, Java