Quality Analyst

Atleast 1 year years of experience as aQuality Analystin a BPO environment

Strong knowledge of call audits, quality parameters, and RCA

Excellent communication and analytical skills

Experience with quality monitoring tools and reporting

Ability to coach and drive performance improvements

Must have experience in lead Generation process.

Your Responsibilities:

Conduct call audits and evaluate agent performance

Identify process gaps and recommend improvement plans

Share actionable feedback with agents and supervisors Prepare quality reports and dashboards for leadership

Collaborate with operations and training for continuous improvement