QUALITY ANALYST BPO

Company Overview

iEnergizer is a renowned leader in the Business Process Outsourcing sector, providing exceptional customer management solutions. The company partners with clients to enhance their market presence through comprehensive life-cycle customer support services, including sales, customer care, technical support, and back-office services. iEnergizer caters to a wide range of industries with services tailored to Fortune 500 companies, focusing on excellent service delivery, cost efficiency, and an exemplary customer experience. Visit us at iEnergizer.

Job Overview

This is a full-time junior-level position for a Quality Analyst within our BPO division, based in New Delhi, Noida, Ghaziabad, or Faridabad. The role offers a salary of up to 32,000 INR CTC per month. We are seeking candidates with 1 to 3 years of experience in quality analysis, particularly those who have a background working in the BPO industry. The successful candidate will play a crucial part in maintaining high-quality standards in our call and back-office services.

Key Responsibilities

• Monitor live and recorded calls, chats, or emails to evaluate agent performance.
• Provide detailed feedback to agents on quality scores and areas of improvement.
• Maintain and analyze QA reports to track performance trends.
• Conduct quality audits and share regular MIS and dashboards with management.
• Collaborate with team leaders and trainers to drive performance improvements.
• Assist in the development and implementation of quality standards and processes.
• Provide refresher sessions to agents based on error trends and quality gaps.
• Participate in client calibration sessions and internal reviews.

Required Skills & Qualifications

• Bachelors degree in any discipline.
• 13 years of experience in a quality analyst role (preferably in a domestic voice process).
• Good command of Hindi and English (verbal and written).
• Strong listening, analytical, and communication skills.
• Proficient in MS Excel, Word, and call auditing tools.
• Ability to work independently and as part of a team.
• Detail-oriented with strong documentation and reporting skills.

Preferred Attributes

• Exposure to quality improvement techniques is a plus.