Quality Analyst - USA BPO

assistaraNoida, Uttar Pradesh, India

8 days 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