Quality Analyst

Job Title: Quality Analyst (QA)

Location: Malad

Working Days: 6 Days working

Job Summary:

• We are looking for a detail-oriented Quality Analyst (QA) to monitor and improve the quality of customer interactions. The candidate will be responsible for evaluating calls, providing constructive feedback, and ensuring adherence to quality standards and processes.

Key Responsibilities:

• Conduct call monitoring and evaluate agent performance based on quality parameters
• Perform call calibration sessions with internal teams to ensure consistency
• Provide timely and actionable feedback to improve agent performance
• Analyze quality data and identify improvement areas
• Use 7 QC Tools for quality analysis and process improvement
• Track and improve NPS (Net Promoter Score) and customer satisfaction metrics
• Prepare quality reports and share insights with stakeholders
• Ensure compliance with organizational quality standards and guidelines

Key Skills Required:

• Strong understanding of Quality Frameworks and Processes
• Experience in Call Monitoring & Quality Audits
• Knowledge of 7 QC Tools
• Hands-on experience with NPS tracking and improvement
• Excellent analytical and feedback skills
• Good communication and stakeholder management abilities

Eligibility Criteria:

• Graduate/Undergraduate
• Minimum 1 year of experience in Quality/QA role (preferably in BPO/Customer Service)

Drop your resume:

[Confidential Information] / 9373791306

manasi.vichare@teleperformanceibds,.com / 9082873434