Job Title: Quality Analyst (Social Media Process)

Location: Electronic City, Bengaluru

Industry: Social Media (Facebook, Instagram, etc.)

Shift: Day Shift (Rotational)

Working Days: 6 Days a Week

Experience: 1+ Years as a Quality Analyst (On Paper)

Qualification: Any Graduate

Salary: ₹5.0 LPA – ₹5.5 LPA

Joining: Immediate Joiners Preferred

Job Summary

We are seeking a detail-oriented and analytical Quality Analyst to monitor, evaluate, and improve the quality of customer interactions and operational processes within a Social Media support environment. The ideal candidate should have hands-on experience in quality auditing, calibration sessions, root cause analysis, and quality improvement initiatives.

Key Responsibilities

Conduct quality audits and evaluations as per defined quality standards.
Perform Root Cause Analysis (RCA) and recommend corrective actions for performance improvement.
Participate in internal and client calibration sessions to ensure scoring consistency.
Monitor process adherence, compliance, and quality metrics.
Prepare quality reports, dashboards, and performance insights.
Identify process gaps and work with operations teams to drive continuous improvement.
Deliver constructive feedback and coaching to agents based on audit findings.
Track action plans and ensure closure of identified quality issues.
Support client reviews and quality governance meetings.

Required Skills

Strong experience in Quality Auditing
Hands-on experience in Root Cause Analysis (RCA)
Experience with Calibration Sessions
Knowledge of QC Tools and Quality Frameworks
Good analytical and reporting skills
Proficiency in MS Excel and quality reporting
Excellent communication and stakeholder management skills

Eligibility Criteria

Minimum 1+ year of experience as a Quality Analyst (on paper)
Graduate in any discipline
Experience in BPO/ITES or Social Media Support process preferred
Strong attention to detail and problem-solving abilities
Immediate joiners will be given preference

What We Offer

Competitive salary package of ₹5.0 LPA – ₹5.5 LPA
Opportunity to work with a leading social media support program
Career growth and learning opportunities
Dynamic and collaborative work environment

Interested candidates can share their updated resume along with Current CTC, Expected CTC, Notice Period, and Current Location.

For more information reach out to HR - NEHA

8008325085

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Quality Assurance Specialist