Quality Analyst (BPO )

Job Description

Key Responsibilities

• Monitor and evaluate inbound / outbound calls, chats, and emails to ensure quality, accuracy, and compliance with company policies.
• Provide detailed and constructive feedback to agents and team leaders to drive performance improvement.
• Conduct regular calibration sessions with the quality and operations teams to ensure scoring consistency.
• Identify training needs and recommend coaching or refresher sessions.
• Maintain and update quality monitoring forms, scorecards, and audit reports.
• Analyze trends and prepare quality performance reports and dashboards.
• Participate in process improvement initiatives to enhance customer experience.
• Ensure compliance with client and company quality standards, data privacy, and regulatory requirements.

Required Skills & Qualifications

Key Performance Indicators (KPIs)

Other Details

Contact Person - Sanjyot Sawantwadkar 7666221456

Industry

Employment Type

Full-time