Quality Analyst

Quality Analyst

Location-Malad Apse,

Rotation Shift,

BPO-

Quality Monitoring & Evaluation

• Audit inbound and outbound interactions handled by Sky RMs .
• Evaluate calls, emails, and CRM cases against predefined quality parameters including : o Accuracy of information and ownership of query o Communication tone, empathy, and resolution ability o Collections and negotiation handling o System updates and SR closure discipline
• Generate structured feedback reports for all RMs and track improvements through regular review cycles.
• Maintain audit samples, call IDs, and case notes in compliance with Quality Management Framework (QMF) and audit standards. Calibration & Feedback Alignment
• Participate in weekly calibration sessions with TLs to ensure uniformity of scoring and feedback interpretation.
• Deliver structured, constructive feedback to Sky RMs via TP Interact dashboards and feedback reports.
• Identify common process gaps and recommend corrective action or refresher training. Governance, Process, and Compliance
• Ensure that all audits adhere to standard evaluation forms, call scoring rubrics, and communication protocols.
• Flag process non-adherence, compliance lapses, and data privacy breaches immediately to TLs and ZCTM
• Support audit readiness by maintaining complete QA logs, RCA documents, and feedback records within TP Interact.
• Work with Team Leads and Trainers to close quality gaps within defined SLA timelines. Reporting & Insights
• Create daily, weekly, and monthly QA reports on call quality, NPS impact, and repeat escalations.
• Correlate QA performance with collections success, customer sentiment, and CRM closure TAT.