WE ARE HIRING QUALITY ANALYST (BPO)
Location: Hyderabad
Experience: 1-2 Years (BPO Quality Experience Mandatory)
Joining: Immediate Joiners Preferred
Salary: 15%20% Hike on Current / Last CTC
Job Summary
We are seeking an experienced
Quality Analyst (QA) with 1-2 years of BPO industry experience to monitor, evaluate, and enhance the quality of customer interactions. The ideal candidate should possess strong analytical abilities, excellent communication skills, and a passion for continuous improvement.
Key Roles Responsibilities
Call Case Audits
- Monitor inbound/outbound calls and backend transactions as per quality standards
- Evaluate agent performance on communication, process adherence, accuracy compliance
Quality Reporting
- Prepare daily, weekly monthly quality reports
- Share performance dashboards with stakeholders
Feedback Coaching
- Provide constructive feedback to agents
- Conduct calibration sessions with TLs Operations
Process Improvement
- Identify gaps, trends root causes
- Implement corrective preventive actions (CAPA)
Compliance SOP Adherence
- Ensure adherence to company policies client standards
- Support internal external audits
Training Support
- Assist in refresher trainings
- Support new batch certifications
Cross-Functional Coordination
- Work closely with Operations, Training HR teams
Desired Candidate Profile
- 1-2 years of experience as a Quality Analyst in BPO/Contact Center
- Strong knowledge of QC frameworks, KPIs audit methodologies
- Good understanding of CSAT, FCR, AHT Compliance metrics
- Excellent communication, analytical presentation skills
- Proficient in MS Excel reporting tools
- Immediate joiners preferred
Perks Benefits
Competitive salary with
15%20% hike
Career growth opportunities
Performance incentives (as applicable)
Safe professional work environment
This job is provided by Shine.com
