Quality Analyst

Role Overview:

We are seeking a detail-oriented and results-driven Quality Analyst to execute the quality assurance framework for a specific client account at one of our India CX hubs. This role is critical in maintaining high standards of transactional accuracy, identifying performance gaps, and driving consistent service delivery through actionable feedback to frontline agents. By conducting thorough omni-channel evaluations and identifying root causes for performance variations, the Quality Analyst ensures that every customer interaction meets the highest levels of quality and efficiency to deliver exceptional customer experience.

Essential Skills & Competencies:

. Quality Monitoring & Domain Expertise: The candidate must possess BPO domain knowledge to monitor and score live or recorded interactions, including calls, chats, emails, or social media - for accuracy, process compliance, and professional communication. This role requires the ability to ensure all interactions meet defined operational standards, legal requirements, and client-specific policies while accurately documenting all findings in designated Quality Management Systems. Additionally, the ideal candidate will demonstrate proficiency in MS Office, specifically Excel for pivot tables and basic formulas, and PowerPoint for reporting, alongside familiarity with CRM systems and quality monitoring tools.

. Feedback, Coaching & Analytical Thinking: The Quality Analyst must provide timely, constructive, and data-driven feedback to frontline agents to improve performance metrics such as FCR and NPS/CSAT. This involves identifying individual and team-level performance trends or recurring errors and assisting in Root Cause Analysis (RCA) to identify the why behind performance dips. The candidate should also be able to highlight process gaps or pain points to the Training and Operations teams to facilitate refresher training. Furthermore, the role demands the ability to remain objective and unbiased during evaluations while maintaining a high level of accuracy in identifying small process deviations.

. Reporting & Communication: This role requires the preparation of daily and weekly quality trackers and performance summaries for program leadership, as well as tracking agent progress on Performance Improvement Plans (PIPs) or coaching action items. Excellent verbal and written English communication skills are essential to clearly articulate insights and updates. Additionally, the candidate must maintain updated folders of client-specific quality guidelines and be adaptable enough to thrive in a fast-paced environment, switching between different client programs as needed.