Quality Analyst-CSR

Job Description:

We are seeking an experienced Quality Auditor with a strong background in BPO operations. The candidate will be responsible for monitoring, evaluating, and improving quality performance through audits, coaching, training, and actionable insights. A strong command of audit frameworks, and performance improvement methodologies is essential.

Job Responsibilities:

Monitor and evaluate inbound/outbound calls and customer interactions to ensure consistent quality standards

Provide real‑time feedback and ongoing coaching to agents, highlighting critical and non‑critical errors

Analyse performance metrics and trends—such as audit scores, FCR, CSAT—and prepare daily, weekly, and monthly quality reports

Conduct random and scheduled audits, including compliance and BI checks, adhering to SLAs and process standards

Participate in calibration sessions and ensure alignment with internal/external quality standards

Document quality issues, root‑cause analysis, and suggested improvements using Excel and dashboards.

Core Skills & Competencies:

Strong analytical and data‑handling skills, especially with MS Excel

Excellent verbal and written communication to articulate feedback clearly and motivate agents

Team-oriented approach with ability to coach, collaborate, and influence across functions

Time management and multitasking capability to monitor calls and manage reporting under tight deadlines