Quality Assurance Specialist

TP Systems

Fresher

Bengaluru, India

Posted 5 hours ago

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Job Description

Job Opening: Quality Analyst (International BPO)

Location: Electronic City, Bangalore

Industry: International BPO / Customer Experience

CTC: Up to 5 LPA

Shift: Rotational Shifts

Joining: Immediate Joiners Preferred

Job Summary

We are looking for an experienced and detail-oriented Quality Analyst to monitor and evaluate customer interactions, identify process improvement opportunities, and drive quality excellence within an International BPO environment.

Key Responsibilities

Monitor and audit customer interactions (calls, chats, and emails) to ensure adherence to quality standards.
Conduct regular quality evaluations and provide constructive feedback to agents and Team Leaders.
Identify process gaps and recommend corrective and preventive actions.
Prepare daily, weekly, and monthly quality reports and scorecards.
Analyze trends related to customer experience and process compliance.
Participate in calibration sessions and ensure consistency in quality evaluations.
Support training teams by identifying knowledge and skill gaps.
Maintain accuracy, productivity, and compliance standards across the process.
Collaborate with Operations and Training teams to improve overall performance.

Eligibility Criteria

Graduate (Mandatory)
Experience as a Quality Analyst in an International BPO environment.
Strong understanding of QA tools, audit frameworks, and customer service metrics.
Excellent communication, analytical, and reporting skills.
Proficiency in MS Excel and quality reporting dashboards.
Ability to work in rotational shifts.

Preferred Skills